Supercharge your customer insights for powerful results
September 21, 2020

Supercharge your customer insights for powerful results

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with UserTesting

UserTesting helps us improve the design and function of our web and mobile app experiences. It is also used for concept exploration and validation by our business innovation team. It enables us to quickly and efficiently learn from existing and prospective customers, so that we can better understand their motivations, expectations, and challenges. UserTesting helps our organization overcome internal biases, and discover the unmet needs of our customers.
  • Their massive panel helps us identify the right participants for each study.
  • Their session review tools are both powerful and easy to use.
  • Their customer support is responsive and knowledgeable.
  • Our needs require individual workspaces for each business line, but I can't share clips between them. If a customer provides insight about another business line or the brand overall, I can't include that clip across workspaces.
  • I'd like to see the product expand into upstream design/research process, such as journey maps or assumptive personas.
  • In a word: Huge.
  • 30% Lift in Digital Conversions.
  • 55% Lift for our top-tier product.
  • 39% Lift in Digital Revenue.
The platform is intuitive, so I haven't made much use of their support function, but they've always been responsive and knowledgeable.
The core set of tools is very easy to use, but I am challenged at times to navigate my way across Workspaces, Tests, and Sessions.
Without question, UserTesting has been a game changer. Since being deployed for use across our digital channels, we have been able to operationalize a truly customer-centered design process. Instead of simply performing user acceptance testing toward the end of development, just to catch unexpected errors, we start with UserTesting and return to our customers throughout the design and development process. This helps to deliver high-impact solutions, while mitigating launch risk.
I have not personally used the competing products for UX research, but in my initial review of our options, I found UserTesting to have the best balance of platform and pricing.
UserTesting is an excellent tool for exploring customer sentiment for a variety of business challenges. From needs finding and design validation, to messaging tests and intercept surveys, their platform enables us to quickly and efficiently gauge the impact of our choices. And, most importantly, UserTesting can help save companies from themselves. When we first deployed UserTesting, a very senior executive sent an email regarding the visibility/obviousness of a core app feature. Normally, this would have led to weeks of meetings, emails, and production tests. Instead, a single test produced a chorus of customers stating they had no trouble finding the feature. Fire drill canceled.