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A useful tool for gathering user insights fast and effectively
November 24, 2020

A useful tool for gathering user insights fast and effectively

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with UserTesting

UserTesting is a great tool for recruiting users for unmoderated user testing. (They have more moderated user testing tools, but I'm not personally familiar with them, so I won't speak to them here.)

Often if we need feedback on a feature or idea but don't want to go through the hassle of recruiting, compensation, and live testing, UserTesting is great for making that entire process very easy.
  • Easy recruiting
  • Easy compensation
  • Collect qualitative information on your designs/products very quickly
  • Getting other members of your org to watch UserTesting videos can be difficult
  • Sometimes your users are too specific to easily recruit with UserTesting
  • Video transcriptions can be so inaccurate that they're almost useless. (It's a new feature, but still: it mostly returns gibberish for me at this point)
  • Spotted usability issues before they went live
  • Validated product ideas before investing development time into them
  • Made conducting research take up to a week less than time than usual
Every time I've reached out to UserTesting for help, they've been responsible. My customer success manager has always been attentive and helpful. Customer support has been speedy and smart. I've never had a problem that I couldn't get figured out by reaching out and asking UserTesting for a little bit of guidance.
Overall, UserTesting is a mostly intuitive platform once you've learned the basics. My only issues are minor and don't stop me from getting the results I need.

Sometimes when I'm setting up a future study (one that launches later), it's not clear that my request has gone through. It's a little confusing, and it took some practice to figure out how to use that feature and be confident that it worked.

When creating a user test, clicking in and out of tasks can be tricky. Using the keyboard to navigate your cursor around task text sometimes makes you exit the task box, which can be a little annoying.

But that's the worst of it! Overall the folks at UserTesting clearly value a good user experience.
Smaller studies with more straightforward tests can be executed very quickly on UserTesting in a fraction of the time it would have taken to run the test as a live study. This helps us validate ideas more quickly and make sure we're launching effective products to solve real problems. It's a useful tool.
UserTesting is great for soliciting feedback for live products or robust prototypes. If you have enough of a space for your users to really explore the product or interface, it's great.

Where UserTesting may not be useful is when you're dealing with extremely linear prototypes in which there's no way for participants to get lost or explore. It also falls short when your users are so specific that you can't recruit them with UserTesting's robust participant pool.