UserTesting

Score8.2 out of 10

321 Reviews and Ratings

Learn More

UserTesting

Learn More

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

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.

1 / 5

Screenshot of UserTesting's several solutions for gathering rich customer experience narratives.

#1 most frequent

Information

19.5%

273 installations of 1,401

#2 most frequent

Finance and Insurance

17.8%

249 installations of 1,401

“We use UserTesting to validate our assumptions on a product design.”
— Sr UX Designer, Manulife (10,001+ employees)

#3 most frequent

Professional, Scientific, and Technical Services

17.1%

240 installations of 1,401

Gonzalo M. Gonzales View 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

McKenna Rowe View 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

Lucas Warner Lemasters View 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

Verified User

Professional in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

We use UserTesting to test the usability of digital products such as websites, apps, and e-newsletters with users, including our own panels and UserTesting's user panel. We also conduct surveys, card-sorts, click-tests, and other forms of research. By doing this, we ensure our digital products work well for our target audiences.

Pros

Moderated user-testing.
Unmoderated user-testing.
AI analysis of research.

Cons

Sometimes there are restrictions around types of research that can be used for moderated user-testing with our own users.
For tests on relatively small areas of a website or app, the AI analysis seems rather overblown, like it's trying too hard to come up with something insightful when the test is actually about something quite small (e.g. structure of a mobile app menu).
It's difficult to invite our own users to unmoderated user-testing because they wouldn't know how the UserTesting interface works - this is particularly an issue for mobile research.

Return on Investment

We have been able to update elements of our customer app with more confidence due to research conducted on UT, and this saves time, money, and stress within the business.
We have been able to try out new ideas in prototypes with target audiences without doing a full build and launching it live, only to find it doesn't work or is not appealing to users. This saves time and money.

Usability

Alternatives Considered

Lookback, Maze, Optimal and WhatUsersDo

Other Software Used

Axure RP, Figma, Microsoft Powerpoint, Microsoft Excel

Verified User

Employee in Marketing (5001-10,000 employees employees)

Use Cases and Deployment Scope

we use it to test our marketing and application portals. We utililize the filters to get users that meeting the demographics of our products. We then use the research that we've gathered from UserTesting and use it to make further decisions.

Pros

Our account manager/assistant (not sure of title) [...] is AMAZING. She has helped us immensely with SOP and recommendations with our tests, so customer service is great.
I like the tools within the UserTesting platform.
I like the AI functions too in tests

Cons

I have noticed some users don't seem to fully understand english which has caused problems with tests, so having a way to screen english levels out further.

Return on Investment

it has helped us cut out development that wasn't needed.
speed up projects since we can make decisions based on results before things are developed since we can use prototypes.

Usability

Alternatives Considered

Microsoft Teams

UserTesting

What is UserTesting?

Categories & Use Cases

Media

Most Frequent Users

Information

Finance and Insurance

Professional, Scientific, and Technical Services

UserTesting Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

UserTesting Alternatives