UserTesting is great, but they could work on their own usability issues
July 15, 2021

UserTesting is great, but they could work on their own usability issues

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

Overall Satisfaction with UserTesting

UserTesting is used mostly by the UX team in the R&D department. We have other UX teams in other departments, but they tend to use it less as their work focuses more on internal tools. For us, having a tool that allows for contact with users is absolutely critical. Our product being a technical product for users with a technical background of some degree, we need to make sure our solutions are just on point in terms of being simple enough vs. transparent and clear. So, the business problem that it solves is the problem of having a clear understanding of our users' needs and mental model.
  • Video recordings with multiple options for screen and camera recording
  • Annotations that can be exported to Excel to allow for further data analysis
  • Allows for external recordings to be uploaded into it, from interviews or moderated tests that are run through Zoom or Google Meet
  • Making video clips is tricky
  • It's hard to tell the difference between folders and individual studies
  • Clearer understanding of user needs
  • Insights allow us to prioritise for impact
I never resorted to UT customer support myself, but according to my colleagues who have, it takes a while to get a response back.
The making of video clips and the folders vs. studies organization is confusing.
It allowed us to map the major usability problems across the most important user journeys. By doing this, we're able to optimize said journeys and ultimately build a more effective product that benefits the user and brings returns for the company.

Do you think UserTesting delivers good value for the price?

Not sure

Are you happy with UserTesting's feature set?


Did UserTesting live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of UserTesting go as expected?


Would you buy UserTesting again?


For any unmoderated user testing, it's great. If the study you're running would benefit from moderation, I wouldn't use the user testing UI prompts to replace a real human moderator.