Item: UserTesting
Rating: 10
Author: Verified User

Overall Satisfaction with UserTesting

Use Cases and Deployment Scope

My company uses UserTesting.com to get feedback on prototypes and in-production sites to ensure our designs meet our user's needs and are easily usable. It is being used in a couple departments, but impacts all of the company's digital experiences.

Pros and Cons

Pros

The panels are very good.
Their customer support is quick and helpful.
Their recordings and all of the features that come along with them are fantastic.

Cons

The panels are very good, but could always be improved. No-shows can be frustrating.
UserTesting.com could expand their platform to include more features outside of just usability testing (surveys, etc.).
The live conversations could allow for more than 5 users per study.

Return on Investment

Faster time to market (very quick results because it removes the recruiting time).
Cost savings (instead of paying users out of your company's pocket, your contract with UserTesting.com covers all of that).
Easy access to feedback from users.

Support Rating

The customer service is always very quick and helpful. I like talking to a real person, not a bot.

Usability

The platform is extremely easy to learn and use.

Customer Insights

UserTesting.com has allowed us to easily target a specific audience, bring digital experiences to production faster, and inform key business decisions.

Alternatives Considered

I have not used any other similar products.

Other Software Used

Microsoft Teams

Likelihood to Recommend

UserTesting.com is great if you would like rapid feedback from users on the usability of your application. The speed of the results is incredible and the majority of participants on the UserTesting.com panels will meet almost any need - whether you want to test with a more general or specific segment.

Using UserTesting

Users and Roles

25 - Majority of the users are User Experience Researchers

Support Headcount Required

If by support, you mean tech support, we do not have anyone that works in that capacity. But like I said, we have about 25 people who utilize the tool on a regular basis.

Business Processes Supported

Concept testing
Prototype usability testing
In-production usability testing

Innovative Uses

The live annotation feature is a game-changer. It saves us the time that we used to spend rewatching the recordings and taking notes.
Being able to validate newly released live applications very quickly has been very helpful.
The speed at which unmoderated studies are completed (sometimes an entire study is done in less than 30 minutes) is fantastic.

Future Planned Uses

We like being able to conduct Intermediate studies with the help of UT.com and would like to use that more in the future.
With the new world of working from home, it is very helpful to be able to use Live Conversations and I anticipate we will be using it more and more moving forward.

Likelihood to Renew

The panel is very strong, the interface is easy to learn & use, and the speed of results is unmatched.

Evaluating UserTesting and Competitors

Products Replaced

Key Differentiators

Product Features
Product Usability
Product Reputation
Prior Experience with the Product

The panel really makes UT.com a front-runner in this field. The users are more often than not very solid and give useful feedback.

Evaluation Lessons Learned

N/A

UserTesting Implementation

Implementation Rating

Not that I know of

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Change Management Lessons

Not sure - N/A

Implementation Issues

None that I know of!

UserTesting Support

UserTesting Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

Yes - Premium support is unmatched, in my experience. The response time from a real customer service agent is immediate and I have never left a chat without a quick solution.

Bug Resolution

Exceptional Examples of UserTesting Support

One time when I was conducting a Live Conversation, a user was having technical difficulties due to bad internet connection in their home. I needed to replace them with another user immediately, but was unable to add another session manually in the study. I contacted support and had another session scheduled to replace the faulty one in less than a minute due to the quick response time from the customer support team.

Using UserTesting

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None