UserTesting - 2020's Industry Standard for Research
December 02, 2020

UserTesting - 2020's Industry Standard for Research

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

Overall Satisfaction with UserTesting

UserTesting is used across all of the organization as the single source of truth for all qualitative testing. Often it's simple to address a company's business needs but difficult to pinpoint customer needs. UserTesting solves this business problem by allowing one to segment testers in a way where you can target a specific audience, ask them questions, have them answer with a verbal or written response, and ultimately...get the customer verbatims you need so that you can address your company's specific customer concerns.

Pros

  • Results can either be reviewed per user or per question - the per question summary is particularly helpful for getting the gist of a test's results.
  • UserTesting's ability to scan users' answers and automatically translate and display their answers in a text summary is very helpful so that you automatically have at least one verbatim per question.
  • UserTesting's ability to "clip" just portions of interviews is very helpful for sharing with other members of your company - each clip has its own URL as well which is an added benefit.

Cons

  • Their search capability/sorting is lacking. If you have a lot of tests it can very quickly get hard to find old tests.
  • While the video transcriptions are great - it's often hit or miss due to UserTesting not analyzing the text correctly.
  • While the video highlights is a great feature - you have to jump through various hoops to make a clips, make sure the clip is published, etc. - it could be streamlined more.
  • UserTesting has allowed us to verify hypotheses qualitatively before we make UX changes.
  • UserTesting has also allowed us to verify UX solutions before they go live which allows us to go faster to market.
  • Often following positive UserTesting verbatims has led to increased conversion and free trial rates.
Support is great. They're very responsive. Although sometimes you can have some issues that you'll be waiting on a response for a while. However, it never feels like you're talking to robots, every time you go through support it feels like you're talking to a real human and someone who actually cares about your issues.
UserTesting is easy to use, and even easier if you have various screeners and templates saved. However, reporting and analytics are super basic. Also creating templates can only happen through creating a new test, it'd be great if you could create templates from the template gallery itself. Other than those issues, it's a pretty great tool.

I honestly don't know how you could do research without UserTesting. It makes doing customer research quicker and cheaper. Doing such research by yourself (including recruiting) would take ages and probably cost a fortune. UserTesting allows me to help my design and product teams make informed designs and provide insights for future development.
UserTesting is well suited for companies who need to get customer verbatims for their company (either through written or verbal responses) who also need assistance in getting a wide panel of users. UserTesting is not only the industry standard for interviewing users but it's panel of users is so great that most likely, any kind of company will be able to screen UserTesting's userbase to find the right customers they need to interview.

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