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Great product, but requires a significant investment of time to get benefits
November 09, 2020

Great product, but requires a significant investment of time to get benefits

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with UserTesting

UserTesting.com is one of our two main testing platforms (the other being A/B testing). It is the only tool we have that allows us to get specific supporter insights and measure task difficulty, etc. We use it often to ensure that our user experience design is working as intended and that users can complete necessary tasks. We also use to baseline an existing website or product prior to developing enhancements or future products to generate ideas for improvements.
  • Easy to set up tests; tasks are suggested, or you can create your own.
  • Recruitment is very fast; you will typically see results within minutes or hours.
  • The web interface makes it easy to watch videos, and there's a lot of additional functionality in the premium tier (which we haven't used).
  • A lot of "quality of life" enhancements are locked in the premium tier.
  • Limited ability to recruit based on demographics (i.e, no ability to recruit people of color specifically).
  • Watching the videos quickly becomes quite a bit of work.
  • We don't really track ROI in this way.
Again, the consultants are very knowledgeable and helpful, but you pay for their time. The regular support is helpful; our account rep has changed very frequently which makes it tough to establish a deeper relationship. The ability to reject a tester when they don't complete the tasks and automatically get a new tester at no cost is very good. Overall, we haven't needed support very often.
The web interface is easy to use. Again, having transcripts locked in the premium tier makes having to watch all of the videos a bit of a pain.
Mostly it has served as a gut check to ensure we haven't been missing the mark. It has helped us identify areas where the UX wasn't working well for end users and make adjustments. We would get more out of it if we had more time to put into it.
Be sure you have the resources to use the platform. For our organization, it would be ideal if we had a PT or FT position dedicated to setting up tests, recruiting from our own list, watching videos, etc. There is a bit of a learning curve, and it is worthwhile to purchase some time with one of their consultants in your first year to get tips on successful tests.