I definitely would recommend UserTesting.com
Updated October 16, 2020

I definitely would recommend UserTesting.com

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

Overall Satisfaction with UserTesting

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.
  • 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.
  • 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.
  • 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.
The customer service is always very quick and helpful. I like talking to a real person, not a bot.
The platform is extremely easy to learn and use.
UserTesting.com has allowed us to easily target a specific audience, bring digital experiences to production faster, and inform key business decisions.
I have not used any other similar products.
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

25 - Majority of the users are User Experience Researchers
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.
  • Concept testing
  • Prototype usability testing
  • In-production usability testing
  • 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.
  • 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.
The panel is very strong, the interface is easy to learn & use, and the speed of results is unmatched.

Evaluating UserTesting and Competitors

  • 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.

UserTesting Implementation

UserTesting Support

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
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.
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

Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Duplicating a test to easily create a similar one
  • Scheduling time for Live Convo sessions
  • Annotating recordings and creating clips/highlight reels