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UserTesting

Score8.2 out of 10

321 Reviews and Ratings

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What is UserTesting?

UserTesting helps UX researchers, designers, product teams, and marketers gather actionable insights through research, testing, and feedback. With a network of real people ready to share their perspectives, UserTesting enables organizations to make customer-first decisions at scale.

Categories & Use Cases

Media

UserTesting's several solutions for gathering rich customer experience narratives.
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.
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.
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.
Audience targeting Audiences are specified by screening contributors from UserTesting’s global network of contributors or connecting to any preferred network.

1 / 5

Reviews

What users are saying about UserTesting.
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Forget about recruitment and transcription

Incentivized
Gonzalo M. GonzalesView profile
UX Researcher in Product Management at Macmillan Education Ltd (5001-10,000 employees employees)

Use Cases and Deployment Scope

UserTesting allows me to create moderated and non-moderated usability tests quickly and easily. I don't need to worry about recruiting participants as they have a very wide range of participants available.

Pros

  • Recruitment
  • Setting up usability tests
  • Transcritpion

Cons

  • Using better AI for transcription
  • Sometimes it's buggy when setting up a test
  • It doesn't really work as a repository

Return on Investment

  • It helps make the design process much more informed
  • We are sure that all our products have been tested with real users, before finishing production
  • It saves costs for recruitment and rewards

Usability

Alternatives Considered

Maze User Testing, Dovetail User Research and UserZoom

Other Software Used

Dovetail User Research, Qualtrics CoreXM, Miro

Essential Part of my UX Stack

Incentivized
McKenna RoweView profile
Director, UX in Product Management at AG1 (201-500 employees employees)

Use Cases and Deployment Scope

UserTesting is used both for moderated customer interviews/usability testing as well as for unmoderated testing of new digital experiences with people in UserTesting's testing network that meet our prospect profile.

Pros

  • Great for recruiting testers with a very specific profile
  • Text transcription of user feedback
  • Flags feedback with positive/negative sentiments
  • Easy to create highlight reels around a particular question, etc.
  • Summary of ratings/rankings are handy

Cons

  • Would like the ability to move a participant from one test to another. Test 2 was an exact replica of Test 1 (I needed to make a dupe bc something went wrong, can't recall exactly what it was) and it was a pain to have to manually look at both tests to compile the final answers.
  • Ability to do a comparison test within a comparison test. Once I wanted to test elements within 2 designs- 2 versions of a banner vs 2 versions of a chart. Balanced comparisons only compare 2 things, and don't let you follow up with that same group of testers to ask them to compare another thing within the winning design they first chose.
  • A year or so ago I struggled a lot with getting testers who don't have a good mastery of the English language, as a result their feedback was often not useful "I like it. It is good." I have not had this problem in at least a year. Not sure how UserTesting has been able to screen for this...if they've found a way to determine the level of articulation when a new person is signing up?
  • Stalls with getting a test completed. Sometimes it takes a very long time to get participants. UserTesting has said my screener is too specific, but if I make a dupe of the test and re-run it with fresh participants, then they come in.

Return on Investment

  • We do UserTesting prior to AB testing. Our testing success rate (CVR increased) is quite high bc the prior user testing helps us make some corrections based on user feedback.
  • UserTesting helps our team tangibly demonstrate how thorough we are with vetting out our designs. This gives the greater org confidence around what we release and less chance of having to go back and fix something.
  • UserTesting is obviously going to be an extra expense in your software stack. The only negative is that you'll need to advocate for it and get the budget for it. It's complicated to explain how the testing credits work.

Usability

Other Software Used

Fullstory, Figma, Anthropic Claude

UserTesting quickly de-risks product decisions with customer data

Incentivized
Lucas Warner LemastersView profile
UX Research Principal in Information Technology at American Airlines (10,001+ employees employees)

Use Cases and Deployment Scope

We use UserTesting to quickly gather feedback from current and prospective customers. It plays an important role in our research and design process by helping us understand customer reactions to potential products and features, uncover insights that inform product decisions, and identify which designs resonate most. UserTesting allows us to validate ideas and designs before development begins, helping us avoid costly rework when something does not meet customer needs. It is a critical tool in our product development process.

Pros

  • Studies fill quickly
  • Plethora of research methods to choose from
  • Panel with millions of people
  • Advanced synthesis features
  • Quantitative analysis
  • Qualitative tools
  • Moderated user testing
  • AI repository

Cons

  • Better study customization
  • More quantitative methods
  • Better participant quality
  • More confidence in who participants are

Return on Investment

  • Increased conversion and traffic on digital channels
  • Faster time to market
  • Greater confidence in product decisions

Usability

Other Software Used

Figma, Figma Dev Mode, Qualtrics XM for Strategy and Research, Quantum Metric

Using UserTesting at [...]

Incentivized
Ilgvars JansonsView profile
UX Coordinator (research & design operations) at N26 (1001-5000 employees employees)

Use Cases and Deployment Scope

We are using UserTesting at [...] to speed up and scale up our learning capabilities and build the bank the world loves to use.

UserTesting helps us to gather quick feedback on our designs and product direction as well as deep dive into different money and wealth management topics.

It helps us learn as a team and eventualy make better product and design decisions.

Pros

  • Quick feedback for evaluative research
  • Collaboration (research as team sport)
  • Large external participant panel

Cons

  • Clicks maps
  • Heat maps
  • Quantitative research functionality

Return on Investment

  • Faster time to market
  • Better design and product decisions
  • Research as a team-sport

Usability

Other Software Used

Respondent.io, Qualtrics XM for Strategy and Research, Atlassian Confluence

Easily connected us with our customers

Incentivized
Kelly JenningsView profile
Head of Research & Design in Research & Development at Reckon (51-200 employees employees)

Use Cases and Deployment Scope

We use UserTesting in early stage discovery to understand user pain points, as well as multiple times throughout the design phase to test prototypes and IA structures. This helps us de-risk our roadmap, engage with customers and get real feedback early, and ensure we are solving the right problems so we don't have to redo work

Pros

  • Panel Management for both own and public panel
  • Multiple methods to engage users with
  • Easy screening process to ensure only relevant participants make through to a study

Cons

  • Would love to see more repository features to enable cross-linking and easy searching
  • No current mechanism on keeping the panel warm, especially engaging our customers who haven't yet completed a research study
  • More insights analysis tools to help us speed up this part of the process, particularly with moderated interviews

Return on Investment

  • De-risking the roadmap
  • Increased NPS score
  • Saved development costs from rework

Usability

Other Software Used

Figma, Atlassian Confluence

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