Item: UserTesting
Rating: 10
Author: Sara Lerner

Overall Satisfaction with UserTesting

Use Cases and Deployment Scope

We use UserTesting as our main customer research tool. It allows us to quickly get in touch with customers and gather feedback on our sites and experiences. Our team recently just increased our licenses from two to ten so that we can democratize research across the org. It's a great way to get real feedback from real users in a quick and efficient way.

Pros and Cons

Pros

Speed
Cost
Broad participant pool

Cons

Transcription is not great for users who are non-native English speakers
There are some "bad apples" in the participant pool so you have to do careful screening

Return on Investment

Cost savings
Quicker turnaround
Building customer empathy
Reaching a broad and diverse audience

Support Rating

This is the best tool for doing moderated and unmoderated user tests. It's easy to use. It's intuitive. The support team is incredibly helpful. It's much more affordable than the competitors' platform and they are always adding new features. I can't say enough good things about UserTesting.

Usability

It's fairly easy to use, especially if you set up saved screeners and templates. It's frustrating that you can't add templates directly from the template library - you have to go to create a new test and do it from there. Also, the reporting functionality is fairly basic. It would be great to have more detailed reporting and analytics.

Customer Insights

We are able to do research much quicker and much cheaper. If we were to recruit our own participants, it would take about three times as long and cost upwards of $5000 per study. UserTesting makes everything easier.

Alternatives Considered

We also explored UserZoom but our team found it much more difficult to use. It was not intuitive at all and we had to have a lot of help and support from their team. Additionally, UserZoom was about five times more expensive than UserTesting.

Other Software Used

Optimal Workshop, MURAL (formerly Mural.ly), Miro

Likelihood to Recommend

It works well for quick, iterative studies. We use UserTesting for basic usability studies, to understand how users interact with our sites and some preference testing. It's not as good for gathering deep insights on customer needs and motivations. It really good for testing with English speakers, but they have limited global reach and the tool does not support testing in many different languages.

Comments

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