TrustRadius
Good, UI could use updatingWe started using UserZoom a year ago, and now that it's time to renew the contract I'm looking at other alternatives. We got the application mostly to do remote un-moderated task-based usability testing, and one of the main reasons we got UserZoom is because it allows you to set up the tests but use your own participants. This is something we need because our users are "members" and not regular consumers. Currently, it's only being used in my department (UX).,Their support team and customer service are very good, all staff is very knowledgeable and friendly. Most testers we've used from their supplied tester panel, although it was not many, were pretty good at vocalizing during the test and expressing their opinions.,The user interface is pretty bad, looks dated and it's not very intuitive. The task-based remote un-moderated tests have also a UI problem, it uses browser windows being repositioned and has some issues with dual monitors and passing the browser's approval to use the cam and mic.,6,Validate suspected usability issues by having users validate our hypotheses Provide a starting point to build a usability testing department, part of the UX department,Usability Testing Tool Review: UserZoomUserZoom is being used for remote/moderated usability testing. It helps us to identify user experience related issues with websites and helps us improve on them.,Adding tasks is really simple and efficient. The report that generates after completion of the task gives success rate and failure rate this helps us understand the participants better. It allows to record sessions which comes handy for unmoderated usability tests.,It could improve on displaying the results after the test better or edit it better Some users during testing found it difficult to navigate from tasks if there were external links.,8,It had positive impact. The test results helped us and the clients a lot.,Morae,Axure, Balsamiq, Google AnalyticsUserZoom: U Get What U Pay ForWe do consulting research, and use UserZoom for our client projects when we need to capture behavioral data (i.e. clickstreams, heatmaps, time on task). There aren't many tools out there with the combination of features that UserZoom provides, including logic to direct people to other questions or parts of the survey, the behavioral tracking mentioned above, and easy integration with panel providers.,Behavioral data collection: Although not perfect from what I can tell, UserZoom captures the majority of clicks and URL values when survey takers have installed the UserZoom browser extension. Click testing: UserZoom makes it easy to do a one-page click test that is turned into a heat map, so you can identify where users would click first on a page. Data collection without a download: By using javascript tags in your own website, you can track user's behavioral data without requiring a download, which increases feasibility for tough projects.,Block Randomization: There are some things you just can't do with the tools provided for creating sections of surveys and randomization. I can't recall off the top of my head what the issue was, but we were trying to show certain sections of a survey in a randomized order and it wasn't possible to do it at the level we wanted. Basic randomization of sections was supported. Reporting: The reporting tool doesn't do any significance testing, and beyond filtering we don't find much use for it. The clickstreams are difficult to edit in the tool, and we typically just use Excel to do our analysis of any of the data. Ability to link between surveys/studies: We have a repeating study that requires advanced screening and quota management, and would love to do it all within UserZoom. However, the logic available doesn't make it possible to distribute panelists based on age/HHI/etc., the way we would like to, so we have to pay a panel provider to program that portion and communicate constantly to fill quotas.,8,Overall the ROI has been fairly useful. The price for the tool itself on occasional use cuts into our profit margin, and as I mentioned previously it's difficult to predict how much UserZoom will charge for a given project. On a positive note, UserZoom allows us to run projects that we wouldn't be able to on any other tool. We have landed projects with new clients that wouldn't be possible without UserZoom, so that helps drive future business in other areas. On the negative side, the fact that UserZoom also provides consulting research services means we can sometimes be in direct competition with them over clients, which allows them to beat our pricing since they own the tool. All's fair in love and war, but it is a tricky situation.,Loop 11,SurveyMonkey, SurveyGizmo, ConfirmitUseful tool, great support teamI used UserZoom primarily to conduct quantitative usability tests. I was the first to use it on our team of user experience researchers, and helped assess it for purchase for our team. We used UserZoom to assess online and mobile experiences, when we needed the quantitative sample to assess the overall performance etc.... which is hard to do in a lab or other means. Later on we also used it to conduct simple surveys as well as tree testing, card sorting, and even used it to track performance when conducting qualitative usability tests in the lab. I also conducted an intercept survey using UserZoom when the company launched a new mobile design, so that we could capture the feedback of our pilot participants.,Quantitative testing can be done on the cheap compared to other quant tools or vendors... once you buy the license, you only pay for additional recruiting and you are managing the project, so there isn't the high cost of having other vendors doing the project management or running a survey etc. Farily robust means of tracking and recording data. I also relied heavily on the excel spreadsheet of all the raw data, which you can have UZ customize for you to get what you need. Great support system from the UserZoom team - they have researchers who can help with coding and also provide research support for a very good price. Also they have tree testing, card sorting, survey capabilities (in addition to usability testing)... and mobile testing. and they seem to be continously be developing the tool to support additional methods.,There is some learning curve with the study programming aspect.... however, once you get the hang of it, it's pretty easy. There is some limitations with what you can do... mainly because the study programming follows a linear model, and although there's logic that you can manipulate, I found some limitations (but never enough to cancel my study or look for an alternate due to methodology issues). The good news is that UZ also makes continued improvements in these areas as well... so I am expecting them to continue to look at this as well.,9,Better user experience Means to measure the designs in quantitative way An array of methodologies supported by the tool,10
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UserZoom
21 Ratings
Score 7.5 out of 101
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UserZoom Reviews

UserZoom
21 Ratings
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Score 7.5 out of 101
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Andres Podesta profile photo
January 31, 2018

UserZoom Review: "Good, UI could use updating"

Score 6 out of 10
Vetted Review
Verified User
Review Source
We started using UserZoom a year ago, and now that it's time to renew the contract I'm looking at other alternatives. We got the application mostly to do remote un-moderated task-based usability testing, and one of the main reasons we got UserZoom is because it allows you to set up the tests but use your own participants. This is something we need because our users are "members" and not regular consumers. Currently, it's only being used in my department (UX).
  • Their support team and customer service are very good, all staff is very knowledgeable and friendly.
  • Most testers we've used from their supplied tester panel, although it was not many, were pretty good at vocalizing during the test and expressing their opinions.
  • The user interface is pretty bad, looks dated and it's not very intuitive.
  • The task-based remote un-moderated tests have also a UI problem, it uses browser windows being repositioned and has some issues with dual monitors and passing the browser's approval to use the cam and mic.
Not a lot of services out there offer the remote, UN-moderated task-driven testability. The application works well for this, but the UI could use some improvement.
Read Andres Podesta's full review
No photo available
January 04, 2017

"Usability Testing Tool Review: UserZoom"

Score 8 out of 10
Vetted Review
Verified User
Review Source
UserZoom is being used for remote/moderated usability testing. It helps us to identify user experience related issues with websites and helps us improve on them.
  • Adding tasks is really simple and efficient.
  • The report that generates after completion of the task gives success rate and failure rate this helps us understand the participants better.
  • It allows to record sessions which comes handy for unmoderated usability tests.
  • It could improve on displaying the results after the test better or edit it better
  • Some users during testing found it difficult to navigate from tasks if there were external links.
It is a great tool for usability testing. I would recommend to anyone who wants to make use of the tool for conducting usability tests. It is more appropriate while conducting unmoderated testing. But it can be used for moderated as well.
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March 22, 2016

User Review: "UserZoom: U Get What U Pay For"

Score 8 out of 10
Vetted Review
Verified User
Review Source
We do consulting research, and use UserZoom for our client projects when we need to capture behavioral data (i.e. clickstreams, heatmaps, time on task). There aren't many tools out there with the combination of features that UserZoom provides, including logic to direct people to other questions or parts of the survey, the behavioral tracking mentioned above, and easy integration with panel providers.
  • Behavioral data collection: Although not perfect from what I can tell, UserZoom captures the majority of clicks and URL values when survey takers have installed the UserZoom browser extension.
  • Click testing: UserZoom makes it easy to do a one-page click test that is turned into a heat map, so you can identify where users would click first on a page.
  • Data collection without a download: By using javascript tags in your own website, you can track user's behavioral data without requiring a download, which increases feasibility for tough projects.
  • Block Randomization: There are some things you just can't do with the tools provided for creating sections of surveys and randomization. I can't recall off the top of my head what the issue was, but we were trying to show certain sections of a survey in a randomized order and it wasn't possible to do it at the level we wanted. Basic randomization of sections was supported.
  • Reporting: The reporting tool doesn't do any significance testing, and beyond filtering we don't find much use for it. The clickstreams are difficult to edit in the tool, and we typically just use Excel to do our analysis of any of the data.
  • Ability to link between surveys/studies: We have a repeating study that requires advanced screening and quota management, and would love to do it all within UserZoom. However, the logic available doesn't make it possible to distribute panelists based on age/HHI/etc., the way we would like to, so we have to pay a panel provider to program that portion and communicate constantly to fill quotas.
It really depends on the scenario. If you need behavioral data capture, there aren't many tools on the market that can do it as easily and reliably as UserZoom. Things like Loop11 have behavioral data capture, but their feature set is far behind UserZoom's in many ways. However, if you're just doing a simple survey you might be better off with something cheaper like SurveyMonkey. UserZoom's pricing fluctuates a lot and is difficult to predict without working with them directly.
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July 26, 2014

UserZoom Review: "Useful tool, great support team"

Score 9 out of 10
Vetted Review
Verified User
Review Source
I used UserZoom primarily to conduct quantitative usability tests. I was the first to use it on our team of user experience researchers, and helped assess it for purchase for our team. We used UserZoom to assess online and mobile experiences, when we needed the quantitative sample to assess the overall performance etc.... which is hard to do in a lab or other means. Later on we also used it to conduct simple surveys as well as tree testing, card sorting, and even used it to track performance when conducting qualitative usability tests in the lab. I also conducted an intercept survey using UserZoom when the company launched a new mobile design, so that we could capture the feedback of our pilot participants.
  • Quantitative testing can be done on the cheap compared to other quant tools or vendors... once you buy the license, you only pay for additional recruiting and you are managing the project, so there isn't the high cost of having other vendors doing the project management or running a survey etc.
  • Farily robust means of tracking and recording data. I also relied heavily on the excel spreadsheet of all the raw data, which you can have UZ customize for you to get what you need.
  • Great support system from the UserZoom team - they have researchers who can help with coding and also provide research support for a very good price.
  • Also they have tree testing, card sorting, survey capabilities (in addition to usability testing)... and mobile testing. and they seem to be continously be developing the tool to support additional methods.
  • There is some learning curve with the study programming aspect.... however, once you get the hang of it, it's pretty easy.
  • There is some limitations with what you can do... mainly because the study programming follows a linear model, and although there's logic that you can manipulate, I found some limitations (but never enough to cancel my study or look for an alternate due to methodology issues). The good news is that UZ also makes continued improvements in these areas as well... so I am expecting them to continue to look at this as well.
It is expensive. It is warrented if your organization has a high volume of studies and is mature enough to do more than qualitative usability testing. On the other hand, if you find yourself doing many surveys (large or small), usability tests, etc. there is cost savings due to the recruiting cost being the only thing you pay for... by the way, you will have to figure out how the coordinate the recruiting, but UserZoom is so helpful with this process and I think recently they have made efforts to bring those solutions in house.
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