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UserTesting

UserTesting

Overview

What is UserTesting?

UserTesting aims to enable every organization to deliver the best customer experience powered by human insight. The vendor states that with UserTesting’s on-demand Human Insight Platform, companies across industries can make accurate customer-first decisions at every level, at the speed…

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Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

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What is UserTesting?

UserTesting aims to enable every organization to deliver the best customer experience powered by human insight. The vendor states that with UserTesting’s on-demand Human Insight Platform, companies across industries can make accurate customer-first decisions at every level, at the speed business…

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.usertesting.com/plans

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Alternatives Pricing

What is TryMyUI?

TryMyUI.com is a remote usability testing platform that offers affordable, cross-platform services for testing and improving the user experience. The product allows you to watch videos of real people using your website or app to see where (and why) users get frustrated, lost, or confused. People…

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Product Details

What is UserTesting?

UserTesting aims to enable every organization to deliver the best customer experience powered by human insight. The vendor states that with UserTesting’s on-demand Human Insight Platform, companies across industries can make accurate customer-first decisions at every level, at the speed business demands.

UserTesting Screenshots

Screenshot of UserTesting's several solutions for gathering rich customer experience narratives.Screenshot of Interactive Path Flows
Built on recent research in data mining, the Interactive Path Flow aggregates interaction data across multiple participant sessions to visualize the customer journey, surface unexpected behaviors, and locate key moments in the customer journey.Screenshot of Keyword Mapping
Similar keywords are automatically grouped based on overall sentiment (positive, negative, or neutral) to identify themes. Highlight reels associated with each keyword are grouped together, to discover the why behind each sentiment.Screenshot of Video capture and live streaming
Digital and real-world customer experiences are recorded on desktop and mobile devices or live streamed for in-platform viewing.Screenshot of Audience targeting
Audiences are specified by screening contributors from UserTesting’s global network of contributors or connecting to any preferred network.

UserTesting Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesNorth America, APAC, EMEA
Supported LanguagesEnglish, French, German
Security

Frequently Asked Questions

Userlytics, TryMyUI, and dscout are common alternatives for UserTesting.

Reviewers rate Implementation Rating highest, with a score of 9.1.

The most common users of UserTesting are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(222)

Attribute Ratings

Reviews

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
Alex Jones | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
UserTesting is mainly used by our UX team (designers, writers, researchers) to inform the development of our Hi-Fi designs and content. It allows us to see whether users understand and like the designs before releasing updates to our app and onboarding journey. Members of the marketing team also use it in order to test different campaign designs and messaging.
  • Very fast responses from users
  • Very detailed qualitative feedback
  • Easy to use and set-up
  • The export to Excel function could be improved. It works, but I often have to manipulate it when analysing.
Really good for getting super-fast feedback to help sense-check that your designs are heading in the right direction. As a default you are able to record the user's face (as well as their screen) which makes for really engaging video recordings to analyse. Verbal feedback is automatically transcribed and there is an automated sentiment feature which helps identify problems to rectify really quickly.
  • Faster responses have enabled us to work faster as a team
The interactions I've had with various members of the team have been really helpful - from trial to set-up of the platform to the learning and best practice resources also included.
Really easy to use, and much better than some competitors we previously used.
We are able to keep in touch with customers, ensure we keep speaking their language, and are able to identify which of the elements of our roadmap are truly priorities for our target customer.
Previously used UserZoom. They did the job to a certain extent but after not being completely satisfied and shopping around we re-trialed UserTesting and [were] pleasantly surprised. Much better than when we had previously trialed UserTesting 12 months previously. Much nicer user interface, more flexibility in terms of functionality and features, and much quicker response times for tests being completed.
5
UserTesting is used by the whole of our UX team - this includes a mixture of researchers, writers, and designers. It is predominantly used to test different iterations of screen designs for our website and app. We also use it to conduct competitor analysis on brands within the same sector as us in order to understand what works well.
2
Although many people across our team use UserTesting (especially watching the videos), we only have 2 who are skilled in setting up and reviewing tests. The platform is very easy to learn and more people within our team would be able to do this in theory, but it still requires some knowledge on how best to ask questions and in what order so that tests aren't leading or biased. Understanding of screening and sampling is also needed to make sure our tests are reflective of our target segment.
  • Prototype testing
  • Competitor analysis
  • Understanding attitudes and behaviours towards our product
  • Testing advertising concepts
  • Feedback on language and terminology
  • Getting a better idea of who our segment actually is/ what they are like
  • Conducting moderated prototype testing
I'm very happy with my experience of the product and the level of service and learning resources they provide. If the service becomes more expensive than it currently is then we might not be able to justify additional cost - but this is theoretical. I would recommend UserTesting and would ideally renew our contract.
Yes
We previously used UserZoom. When we were offered our contract renewal with UserZoom they increased the cost of our package substantially, which encouraged us to look at competitors. UserTesting offered us a trial and through that trial I realised that UserTesting provided everything we needed (and more) for a much more competitive cost.
  • Price
  • Product Features
  • Prior Experience with the Product
Cost made the decision to move providers easy. But we would not have moved providers for inferior product features and I don't think we would have taken the risk of moving without having been able to trial it first (and test out those features). Product Usability is really good and an added bonus but not as high as its features and overall cost.
I would not change my evaluation process again. The ability to trial the product features (and the competitive cost quoted) gave me all the information i needed in order to put together a business case for moving our contract to UserTesting. The requirements for procuring suppliers at our business remains the same, so how I evaluate and select a supplier remains the same too.
  • Implemented in-house
No
Change management was minimal
There was no change management as part of this. We downloaded all projects from our previous platform before starting with UserTesting and built in a bit of an overlap with the contracts to ensure we were never without a testing research platform. Onboaring new users to UserTesting was very easy.
  • No issues encountered
It was all very easy.
  • No Training
The product was very easy to learn. It follows similar patterns as surveymonkey and many other well-known research platforms. Having a trial beforehand made it even easier to learn without training.
It is very flexible and we are able to configure the product for most of what we need. It does not include question routing / text piping options, which would be useful, so it doesn't get top marks for this.
The screening and audiences features are really good.
No - we have not done any customization to the interface
No - we have not done any custom code
N/A
No. I'm not sure I knew it was an option. But our team includes very knowledgable researchers and the platform is very easy to learn. Because of this, we don't need any additional support - we are very self-sufficient and any support related matters are very infrequent and are dealt with efficiently.
No
We did receive an automated email from their compliance team which I thought was rude and which I did not appreciate. I replied and CC'd in our account manager who dealt with the issue immediately and we have since not had any repeat of that issue. Can't rate their support staff highly enough.
  • Building a test - it's all drag and drop
  • Viewing videos
  • Downloading results into an excel file
  • Setting up different segments as part of a screener
  • Analysing results within the dashboard - we export to excel to avoid this.
The package we have limits the number of people who can set up tests. This prevents us from scaling the use of the platform.
Never encountered any problems
Perfectly fine. Never had any problems.
  • None
  • No
Not used any.
N/A
The account manager we dealt with was very transparent and responded quickly and clearly to any questions I had.
We don't have much need for ongoing contact/support. We have quarterly catch-ups and that's all we need.
Nothing above what was standard.
N/A
No
  • n/a
  • n/a
No
No
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use UserTesting across our product and design teams to do both initial qualitative research to better understand customer needs and thought processes as well as for later-stage (more evaluative) testing as our software gets ready for release. We've used both our own participants (great to be able to get them to schedule a mutually convenient time) and the panel. I've been pleasantly surprised how easy it is to find relatively hard-to-reach cohorts (given the vast size of the panel).
  • Seamless research session logistics.
  • Great collaborative UI.
  • Participants love that it's built on Zoom, so it's familiar.
  • Participants still struggle with sharing their screen.
  • The actual product UI is glitchy and sometimes laggy, which is infuriating.
  • The need to wait for transcripts to be done is farcical; just let me in already.
Appropriate: UserTesting is probably the best thing on the market at what it does. It's perfectly suited to any remote testing scenario (with your own participants or their panel), particularly at short notice.

Less appropriate: Have a bit of a think about your target audience. Are they well represented by the people available via this panel? Also consider whether their personal devices will be up to the task of running browser-intensive apps and whether they're ready for sharing video.
  • We make far fewer product guesses now.
  • Teams have no excuse for not being evidence led.
  • We understand our customers better.
I've been both pleasantly and unpleasantly surprised by UserTesting.
  • Participant end: I think it's fair to say that UserTesting is really as simple a product as is on the market for this purpose. It's still hard for some participants but (other than just dropping straight to Google Meet with no bells and whistles), it does the job, and seems to be familiar to most people.
  • Professional end: UserTesting UI feels like it needs a bit more user testing. I'm only a fairly casual user (maybe ten sessions in three months) and I've found a few UI bugs, plenty of eccentricity/quirky design choices, and some of these significantly detract from the real-time use of the product.
We've been able to do significantly more research--our scale problem (reaching participants easily) seems to be largely behind us, which is a massive win. We have moved away from guesswork making decisions based on customer insights or feedback. Our time to market is probably the same but I'm much more confident that we're building the right things and that they'll work.
I've not evaluated other dedicated products in this domain myself but know that we went through a significant exercise internally before we selected UserTesting. I think the best comparison is with manual logistics for screening, setting up meetings and using, for example, Google Meet or Teams natively. It probably comes down to how much the time of your UX/product team is worth in terms of the tradeoff and whether it's feasible to find participants in your domain.
Google Hangouts Meet, Google Workspace (formerly G Suite), Microsoft Teams
  • Participant setup.
  • Annotation.
  • Transcription.
  • The folder/org hierarchy of the sessions is clunky.
  • Transcription is slow.
  • Text entry is laggy.
Daniëlle Duijst | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use UserTesting to quickly test prototypes and iterate on them. We love it because of the quick results we can get to continue our work. It helps us save time on recruitment, scheduling, analysis, and the creation of reports.
  • Scheduling of participants in a fast way
  • Supporting analysis of videos by auto-transcriptions and sentiment analysis
  • Templates for the different tests and inspiration for questions
  • Supporting your own recruited users in myPanel
  • That you can test unlimited for the money you pay, this helps us run a lot of tests.
  • Slow with implementing feedback from the users. [I] have emailed many times about different issues that are quick fixes [and] they always promise, but [they] don't implement the changes. I think they should invest more in user research themselves.
  • The MyPanel environment is extremely limited and you have no control over the messaging that's sent to your panel members, nor the compensation of tests.
  • In general, I find the way of how the clips creation works not so intuitive, but I'm happy the functionality is there. I just wish they did more research with real users to find out how to improve it. I'm sure you'll notice after five users what's wrong with it.
UserTesting is great for quick usability feedback where you don't have specific requirements for your users. Usually, we get results within the same day so that's great. The quality of users in the panel is very different. Usually, we get some good ones that really explain why they think something is good or bad.

UserTesting is not so great if you want to manage your own panel and do tests with your own users. Companies should be careful when doing research that they not only depend on a tool like UserTesting, because people get paid to do your tests, they don't have any personal involvement with your product. This could lead to biased answers and could lead companies in the wrong way. We tried to create our own users' panel on UserTesting, but the functionality is so limited that we switched back to our old ways. We do additional testing and interviews with our own real users so that we make sure we're not getting biased results.
  • Faster time to market
  • Cost savings
  • Possible increased Customer Satisfaction (but it's hard to measure that UT only led to the increase)
I give a 7 because the support, in general, is quite fast and helpful. However, the actual implementation of fixes is incredibly slow. I have contacted support for many different problems I had with the tool, yet they don't fix it. It's frustrating because you see that they do give priority to developing new features. You should focus on a good foundation as well. I even made screen recordings to make it easier for the dev guys, but it seems like I wasted my time.
For general usage it's fine, but once you start using it more and more I noticed a lot of small annoying things. It's more usable than other tools on the market, but still, I really wish they would do more research to improve the usability.

For example, making clips & reels is quite confusing in the beginning.
The insights from UserTesting feed our UX Team and help us make decisions. Usually, after UserTesting we try to validate the changes with A/B testing to make sure the change also works for our own users.

It also helped us using one tool instead of many and having everything in one place. The automatically created graphs in the report also help us to share results quickly (although it would be nice if you could just export them instead of screenshotting).

In general, we have increased our time-to-market because we find usability issues much faster in the process, and developers can start working on implementation much faster than before.
We used to use Validately when it wasn't part of UserZoom yet. A year ago, it was a decent tool but much more buggy and less intuitive than UserTesting. Also, UserTesting has a much bigger panel with more and qualitatively better testers on it. Analysis is also easier on UT.
  • The shortcuts during video analysis
  • Sending the test out and getting results back quickly
  • Using the predefined questions for a test
  • When you launch a test and you want to pause it - it's impossible it will delete your whole test and you have to start over
  • Trying to use the MyPanel in general, no control over anything, the branding logo is tiny because of some standard pixel width and our users don't trust signing up with it cause it looks like a scam
  • Creation of clips, how to find them, how to make them in a nice compilation. Especially the first time it was extremely unclear and confusing.
  • When you login and you land on the last screen you were on, but without the logo on top left so you're stuck in that screen without any way to get back to the homepage of the dashboard without changing the URL...
  • When you create a test and launch it, you get sent back to test overview and you find that the oldest test is showing first instead of the test you just launched, very confusing.
  • There are some screening questions formulated very unclear, like the one about frequency of test (last time they tested or something) it's unclear what you're actually screening/filtering on.
  • Do user research on your own tool, ask users to create a clip reel to share with stakeholders, where would they start, what problems do they run into, is it really that intuitive as you think it is?
No
Score 10 out of 10
Vetted Review
Verified User
Incentivized
UserTesting is used by our Digital Team to influence decisions across the organization - specifically within Marketing, Sales, and Customer Service. UserTesting is used to get feedback on the value of potential digital projects, identify the best solution to customer problems, competitive research, and to improve the usability of public-facing websites and customer-facing portals.
  • Creating tests
  • Sharing insights
  • Scaling research through templates
  • Organizing tests
  • Robust review process (e.g., legal review, product manager review)
  • Variety of question types
  • Ability to use for survey / quantitative research
UserTesting is well suited for
  • Getting user feedback on a concept / topic when the intended users are a generic, easy-to-come by persona (e.g., homeowners)
  • Usability testing
  • Preference testing
  • Customer journey mapping / user requirements gathering
UserTesting is less appropriate / not as well-suited for:
  • Recruiting very specific types of people or conducting testing where background knowledge is key (e.g., architects, surgeons, etc.)
  • Conducting tests where more than 10 people are needed to reach significance (e.g., information architecture, surveys, etc.)
  • Tests with login credentials or checkout processes where each participant will need an (you can do these, but they can be cumbersome)
  • Reduced time / money spent in recruiting costs
  • Increased the amount of research able to be completed within a sprint
  • Identified major errors / usability bugs that would have been costly to conversion rates
Overall support has been excellent. UserTesting is super responsive and has resolved any open issues quickly and are pleasant to talk to. In addition, I think they do a great job reaching out to customers to get insights on how to make the platform better and are quick to include people in POCs for new features.
Overall, its really easy to get started. A few things that have caused issues are:
  • Limited types of questions to use when creating tests
  • Difficult to organize tests
  • Preview options are limited (have to download a separate app / plugin)
We've used customer insights to bring a lot of benefits to our organization. First, it has improved organizational empathy for a particular group of customers or for customers in a particular experience. Secondly, it has allowed us to move with greater speed and confidence in decision making (and to include a customer-centric POV during the design and development of key features). Finally, customer insights has helped build alignment across various teams and rally the organization around a clear picture of an issue.
We compared UserTesting with a few tools, most notably UserZoom. UserTesting was selected for the simpler price structure (one annual, flat fee) vs. the pay-per-play of UserZoom. UserTesting also stood out in the thought leadership space and new features like the ability to recruit from an internal list of customers are additional distinctives.
4
We all work in our IT Department as part of the Digital Team supporting our marketing and customer service organizations.
2
Currently we have two people actively supporting UserTesting. One person (myself) supports the user management side (e.g., creating accounts, giving basic training, creating templates for tests, etc.) another person supports our SSO and provisioning process from the IT security side. Neither of us are fully dedicated to the UserTesting project and it accounts for a very small portion of our overall time.
  • Getting usability feedback on prototypes and concepts
  • Validating which option, among many, works best for customers
  • Comparative research to see how we rank against competitors
  • Getting user requirements for a project up-front
  • Benchmarking existing user experience and re-indexing those benchmarks after making improvements
  • To test the comprehension of print materials
  • To have customers show us the non-digital experience (e.g., using a product, showing their living space, etc.)
  • To recruit for information architecture or surveys
  • To recruit from our own customer base vs. a general population audience
  • To recruit for more quantitative research methods
UserTesting has drastically changed the way we research. We are now conducting research at a scale and pace that would be impossible to replicate using our traditional recruitment methods. Additionally, the ease of sharing information and findings out of UserTesting has made our research more dynamic and engaging to stakeholders. We can't imagine a situation in which we step backwards now that we have demonstrated the expansion capability UserTesting provides to an in-house UX research practice.
No
  • Price
  • Product Features
  • Product Usability
The most important qualification for us was both pricing as well as the breadth of the user base that we could poll in UserTesting. We needed to find a vendor who had a broad enough audience to fit our various recruitment segments and receive feedback in a timely manner. UserTesting fit those requirements and had a lot of feature-adds that, while we didn't initially ask for them, definitely made them stand out from competitors.
Not a lot that I would change. I feel happy with our decision for UserTesting and we have consistently renewed our contract for 3 years.
  • Implemented in-house
No
Change management was minimal
For us, the change management was minimal. We were not using any tool like this before, so it replaced a manual recruitment process that no one within the organization liked. So all of the change was welcome!
  • Legal and security approval to collect PII within the tool
  • Enabling SSO
  • Working with compliance to enable a digital consent form / NDA.
From a technical perspective, the implementation was extremely smooth. Most of the change management / implementation hurdles were clearing use of the tool through our various security, legal, and information privacy teams. Once these concerns were addressed (UserTesting.com was very helpful in providing all the needed documentation), the implementation process was very simple and we were able to get going right away.
No
So far, we haven't found a need for premium support. Any issue we raise gets acknowledged and resolved quickly and issues are very infrequent.
No
We were once a participant in a beta program for a feature. The feature was still being worked on and there wasn't a lot of documentation available. One of the primary developers for the feature was extremely responsive via email to help me get the feature enabled and working for my setup. It was clear that he was highly knowledgeable and actually the person working on the feature. Was great to be able to have that kind of connectivity to the company and we got an issue resolved in two days that, in my opinion, could easily have taken 2 months with the more traditional support system (e.g., where your request goes to a generic inbox and then gets passed around to different people to try and find an answer). Was a wonderful experience and felt like UserTesting was really committed to my personal success.
  • Test creation
  • Screener creation
  • Annotating / exporting video clips from studies
  • Creating highlight reels can be cumbersome
  • Previewing a test
Score 10 out of 10
Vetted Review
Verified User
Incentivized
My company uses UserTesting.com to get feedback on prototypes and in-production sites to ensure our designs meet our user's needs and are easily usable. It is being used in a couple departments, but impacts all of the company's digital experiences.
  • The panels are very good.
  • Their customer support is quick and helpful.
  • Their recordings and all of the features that come along with them are fantastic.
  • The panels are very good, but could always be improved. No-shows can be frustrating.
  • UserTesting.com could expand their platform to include more features outside of just usability testing (surveys, etc.).
  • The live conversations could allow for more than 5 users per study.
UserTesting.com is great if you would like rapid feedback from users on the usability of your application. The speed of the results is incredible and the majority of participants on the UserTesting.com panels will meet almost any need - whether you want to test with a more general or specific segment.
  • Faster time to market (very quick results because it removes the recruiting time).
  • Cost savings (instead of paying users out of your company's pocket, your contract with UserTesting.com covers all of that).
  • Easy access to feedback from users.
The customer service is always very quick and helpful. I like talking to a real person, not a bot.
The platform is extremely easy to learn and use.
UserTesting.com has allowed us to easily target a specific audience, bring digital experiences to production faster, and inform key business decisions.
I have not used any other similar products.
25
Majority of the users are User Experience Researchers
If by support, you mean tech support, we do not have anyone that works in that capacity. But like I said, we have about 25 people who utilize the tool on a regular basis.
  • Concept testing
  • Prototype usability testing
  • In-production usability testing
  • The live annotation feature is a game-changer. It saves us the time that we used to spend rewatching the recordings and taking notes.
  • Being able to validate newly released live applications very quickly has been very helpful.
  • The speed at which unmoderated studies are completed (sometimes an entire study is done in less than 30 minutes) is fantastic.
  • We like being able to conduct Intermediate studies with the help of UT.com and would like to use that more in the future.
  • With the new world of working from home, it is very helpful to be able to use Live Conversations and I anticipate we will be using it more and more moving forward.
The panel is very strong, the interface is easy to learn & use, and the speed of results is unmatched.
No
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
The panel really makes UT.com a front-runner in this field. The users are more often than not very solid and give useful feedback.
N/A
  • Implemented in-house
No
  • None that I know of!
Not that I know of
Yes
Premium support is unmatched, in my experience. The response time from a real customer service agent is immediate and I have never left a chat without a quick solution.
No
One time when I was conducting a Live Conversation, a user was having technical difficulties due to bad internet connection in their home. I needed to replace them with another user immediately, but was unable to add another session manually in the study. I contacted support and had another session scheduled to replace the faulty one in less than a minute due to the quick response time from the customer support team.
  • Duplicating a test to easily create a similar one
  • Scheduling time for Live Convo sessions
  • Annotating recordings and creating clips/highlight reels
  • N/A
Yes, but I don't use it
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