User-friendly platform that makes gathering insights easy
December 14, 2020

User-friendly platform that makes gathering insights easy

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

Overall Satisfaction with UserTesting

UserTesting has been used primarily by our User Experience (UX) team to conduct usability testing on our online experience, prototypes and concepts, and other retailers for the purpose of competitive analysis. It is a preferred resource for gaining an understanding of how our customers think and behave, giving us key insights on how to develop ongoing projects and prioritize others. While tests are conducted by a single team, the findings are widely shared throughout the company and often referenced by leadership involved in product development.
  • Identifying misalignments between a given experience and the user's mental model.
  • Understanding user behaviors.
  • Evaluating concepts/prototypes.
  • Conducting competitive analysis and benchmark studies.
  • Providing easily sharable content in the form of quotes, video clips, written responses, and full-length session recordings.
  • I would like to see more flexibility with account permissions. Having multiple power users/unlimited accounts can be too expensive for small teams and organizations.
  • Improved conversion rates.
  • Faster product iteration cycles.
  • Enhanced understanding of our customers' needs.
Support is quick, professional, and always resolves any issue we have. The support team often responds to emails shortly after a request is sent, and we have a dedicated representative that is eager to share new features, help us get the most out of the platform, and even provide resources to help new team members learn how to use it.
UserTesting offers a user-friendly platform that is easy to understand and quick to master - both as a power user and as a guest/external user with whom we share our testing videos. It's easy to select an audience, build a test script, and launch a usability test (or Live Conversation). They continuously improve the experience and I've witnessed it evolve over the years.
Authentic customer feedback allows us to tailor our experience to our users and ensure that we're approaching problems from a customer's perspective. It's easy to make assumptions and build things for ourselves, so customer feedback provides a great reality check. Sharing direct customer feedback with leadership/stakeholders also helps us more effectively communicate our decisions.
We have evaluated two other platforms - UserZoom and UsabilityHub. We ultimately decided to maintain our relationship with UserTesting due to the overall usability and the functionality that it offers. The features better suited our needs, and it met a price point that worked for our organization.
UserTesting is well suited for any scenarios to which an average consumer can relate and behave as they normally do. For retail/e-commerce, it's particularly helpful when trying to get an understanding of how users browse products, find what they're looking for, evaluate product options, etc. It is less useful for scenarios where the user is asked to simulate a specific experience and not fully invested in the task - for example, anything that simulates an actual purchase, as users aren't spending real money and behaving the way a qualified customer might.