Need fast insights from U.S. consumers? Definitely look into UserTesting
December 14, 2020

Need fast insights from U.S. consumers? Definitely look into UserTesting

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

Overall Satisfaction with UserTesting

UserTesting is available across Adobe, not just in the research organizations. In addition to its core value proposition of bringing employees closer to their users, UserTesting also solves some problems on research logistics: sourcing participants (especially non-U.S.), incentivizing participants, a repository for research videos, the ability to code data and edit synthesis videos - all in one platform.
  • Immediate feedback from consumers.
  • The ability to provide notes.
  • Highlight reels.
  • Some participants don't qualify for the study, but get in through the screener. It'd be nice to more easily weed out cheaters.
  • Some geographies, like China, are not available.
  • Because UserTesting decentralizes research, there's concern among research teams that product/design teams will conduct faulty research which leads to faulty decision making.
  • The broad business impact is unclear, but one of the benefits of providing UserTesting across the company is that it democratizes research and encourages more people to do it.
Support is very responsive when I have an issue with a video or a user who shouldn't have qualified for the study. Responses are not immediate, but I haven't experienced issues that warrant an immediate response.
Since I've used UserTesting, the platform has added a lot of features, including moderated testing, tags to more easily find notes and a lot of keyboard shortcuts. I still primarily use UserTesting for unmoderated interviews, taking and exporting notes and making highlight reels. I don't have issues creating the tests I need to create on UserTesting.
Having an unlimited access of tests gives you more opportunity to experiment in how to design studies to get the proper insights. I usually go through a couple revs of my screener and task guide to ensure I'm talking to the right people and asking them the right questions to move the business forward. I recently finished my first intentionally international study, and it was nice to get access to non-U.S. markets fairly easily.
Good for:
1. Talking to consumers, especially in the U.S.
2. Needing immediate feedback on a current experience in production (either yours or another company's).
3. Asking questions that don't require significant follow-ups, given that I use UserTesting primarily for unmoderated research.

Not good for:
1. (In unmoderated use cases) Complex prototypes where a user may dead end.
2. Getting access to business users (though this may have changed).
3. Studies that would usually take 45-60 minutes to complete (unless you want to break things out into multiple studies).