Item: Usabilla
Rating: 1
Author: sorca duffy

Use Cases and Deployment Scope

We use Usabilla to gather user research insights across multiple pages on our website. We are encountering serious accessibility issues with the platform that is not WCAG 2.1 or ADA compliant. We are in the process of discontinuing our use of the platform. I would strongly advise against using it as it is not accessible to assistive technologies such as screen readers, it is not keyboard accessible, and there are extensive colour contrast issues with it.

Pros and Cons

It gathers user research findings and presents them in a useful format for the UX team, but it doesn't gather feedback from all users - users with disabilities using assistive technology are not able to access or use the platform

It doesn't gather users from all user groups, it's exclusive to non-disabled users - users with disabilities using assistive technology are not able to access or use the platform
There are extensive colour contrast issues with the platform, making it difficult to use by users with low vision
Usabilla is not accessible to keyboard users (as well as users on other assistive technology) - when the modal is expanded, the background is still focusable
The touch target sizes of the links and buttons are not accessible - it's very difficult to close out of the modal when on mobile, or if a user had a mobility disability and was using a mouse

Return on Investment

It gives us good insights into user feedback, and areas of our sites that need improvement
It is exclusionary - it does not gather insights from disabled users as they cannot access the tool
It greatly affects the accessibility of our website - in my experience, it makes us liable to lawsuits and legal challenges

Key Insights

Do you think Usabilla delivers good value for the price?

Are you happy with Usabilla's feature set?

Did Usabilla live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Usabilla go as expected?

I wasn't involved with the implementation phase

Would you buy Usabilla again?

Usability

If we could select 0/10 we would... Because the tool is only accessible to non-disabled users, we cannot provide a realistic rating.

Support Rating

If we could select 0/10 we would... If Usabilla were to fix their accessibility issues we would consider keeping our subscription to them, but as it stands this does not seem possible as Usabilla does not seem interested in making the platform accessible.

Likelihood to Recommend

If we could select 0/10 we would... We would not recommend anyone using this product as it excludes a very important user group, disabled users. If you use this product you will be failing ADA and WCAG 2.1 (EU Directive for public sector websites and mobile apps). In my opinion, you will be vulnerable to lawsuits.

Usabilla fails ADA and WCAG 2.1 compliance

Overall Satisfaction with Usabilla