Overall Satisfaction with UserTesting
Currently we are utilizing UserTesting primarily for product design/evaluation within our R&D organization, although we have begun exploring expanding outwards to Marketing related evaluations. We use UT for two main business purposes: to conduct generative research (both with our own customers, but, more importantly, for professionals in the security field who are not our customers) and to conduct evaluative research on prototypes or production features/products.
- Large general panel that makes finding relatively niche participants (in my case, cybersecurity professionals) relatively easy.
- Great, responsive tech support for "how do I?" type questions.
- Access to research professionals to consult on more technical test construction, recruiting, etc.
- Better support and guidance for uploading prototypes - took us a lot of trial and error to ZIP a prototype and get it to work properly on the UT platform.
- No time stamps on the recordings in the dashboard view!
- Additional demographics on participants, such as Job Title and time in role, would be useful.
- Cost savings due to proactively identifying and resolving usability issues prior to production.
- Cost savings due to building the right thing (or close to the right thing) the first time.
- Generally making our company more in tune with our customers key pain points and how are solutions address them.
Overall I've always found UT support (I primarily utilize the chat feature) to be nothing but responsive and helpful.
For a relatively sophisticated platform with a lot of power and customization, overall I feel the usability is pretty good. I do occasionally run into "where is that feature again?" type questions, but they are pretty rare and tech support is always able to quickly point me in the right direction.
UT has undoubtedly helped us by improving products and informing longer term product strategy. In particular, we have utilized UT to ramp up and improve the frequency and consistency of generative research. UT has allowed us to make generative research the norm and not the relatively rare exception it once was.
Prior to purchasing UT we were using a collection of pretty standard tools for recording (like WebEx) and MS Excel for notes and analysis. The UT platform is light years better than these alternatives from a tool perspective, as it's much easier to record/edit/share with the UT platform than the other solutions we were using.
Besides efficiently capturing session recordings that are easy to edit and share, the main value UT provides us is allowing us to scale our research activities without hiring additional headcount. Most of this scaling is possible by allowing us to efficiently recruit security professionals to provide feedback on our products and services. Overall, UT is a not a cheap solution, but it's definitely cheaper than hiring.