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A great fit for user research insights in an Agile environment
May 22, 2021

A great fit for user research insights in an Agile environment

Zeeshan Ali | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with UserTesting

We use the UserTesting platform to gain key research insights into key features and experiences we launch on our website, both pre and post. This allows us to have customer-centric feedback as a critical aspect of our offering. When you design for the customer, you design a win-win situation.
  • Getting feedback and results quickly from participants
  • Easy to use data analytics
  • Outstanding customer service and support
  • Lack of multi-path questions and outcomes for participants
  • Sentiment analytics is only supported for the Chrome browser
  • Professional services are located in the Pacific time zone sometimes results in [a] lack of a quick response
  • Cost savings
  • Faster time to market in launching features
  • Increased conversion rates
What impresses me most is the accessibility of customer support. It's all done through chat but we also have our account manager to take care of us. Whenever something needs to be corrected or tweaked on a usability test that has launched, the reps respond quickly and make the changes needed.
Their platform has good UI elements and information is easy to find, especially when it comes to finding templates and setting up tests accordingly. However, there needs to be a bit more [of] a safety net or control when launching tests. This is not given to the user. I would love to cancel or put a test on hold when it's launched.
Absolutely. UserTesting allows us to be very specific in creating a 'persona' so we can reach our target audience as well as future audiences, right down to gender, age, and country. As mentioned previously, the main strength is to obtain feedback very quickly so that we can use it to tweak, approve, or even prevent a feature launch (if the feedback is overly negative).
The offerings are the same but UserTesting distinguishes itself by obtaining faster results, having a wider reach in countries for participants, and outstanding customer service. The one area where UserZoom has that UserTesting doesn't is the multi-path questions mentioned earlier that would allow [having] a more holistic view of things we want to test.
UserTesting is perfect for organizations that use Agile methodology to launch projects and need results within tight timelines. They also have a ton of templates to choose from so setting up a test is fast and easy. However, one thing they need to implement is allowing participants to do down multiple paths depending on their answers and feedback. For example, if participant x answered a certain way, take them to task B. If participant x answered another way, take them to task C. This multi-path scenario would allow more efficient and holistic usability testing.