Great product for quick customer feedback
November 25, 2020

Great product for quick customer feedback

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

Overall Satisfaction with UserTesting

We use UserTesting within our UX and CX group on websites and marketing communications. Testing before a site is launched has been key so that we are able to find any roadblocks potential customers may have when using our sites. This gives us the opportunity to make improvements before the larger group has access.

Pros

  • Recruitment of general populations for quick testing that meets our criteria.
  • Video recording and ability to make clips to share.

Cons

  • Transcript. Usually pretty good but could be a little more accurate.
  • Faster time to market.
  • Confidence in launching sites that are suited for our customers.
There have been times when I have needed some assistance setting up testing or changing criteria. Calling UserTesting or emailing issues, I have gotten a quick responds back and a successful solution. They have been available to help and are able to quickly find solutions that have worked for me so that I can get back the project at hand.
Usability is good with the site and how you can schedule sessions, review videos and join calls/video sessions using Zoom. The only thing that I can think of that I have had trouble within the past is going back and changing the demographics for a test. I usually have to create a copy of a test in order to change those aspects. There may be a better way to do this but it is not clear.
Being able to count on UserTesting to recruit the right kind of audience, and quickly, has been a huge success. It helps when you are trying to schedule sessions within a short period of time. If a participant cancels, it is easy to replace that session. We have been able to collect feedback about our sites and keep track of enhancements that can be made to improve our user experience.
In the past, we have done live testing (with video camera, moderator, pc!). Also, more recently, we have used Zoom and Webex. With these solutions we have done our own moderation and have to recruit on our own as well which has been a challenge. It has definitely taking more people and time to set up and complete the sessions.
Testing websites or demo sites has been easy using UserTesting. Participants are recruited quickly so that tests can take place within the same week. We are able to have UserTesting moderators or do the facilitating ourselves and get great results. We have also shared marketing materials for participants to read over and get feedback that way since it is live and the conversation tools used have been successful.

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