Better than I expected! (& much better than UserZoom)
Updated February 27, 2023
Better than I expected! (& much better than UserZoom)
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with UserTesting
UserTesting is mainly used by our UX team (designers, writers, researchers) to inform the development of our Hi-Fi designs and content. It allows us to see whether users understand and like the designs before releasing updates to our app and onboarding journey. Members of the marketing team also use it in order to test different campaign designs and messaging.
- Very fast responses from users
- Very detailed qualitative feedback
- Easy to use and set-up
- The export to Excel function could be improved. It works, but I often have to manipulate it when analysing.
- Faster responses have enabled us to work faster as a team
We are able to keep in touch with customers, ensure we keep speaking their language, and are able to identify which of the elements of our roadmap are truly priorities for our target customer.
Previously used UserZoom. They did the job to a certain extent but after not being completely satisfied and shopping around we re-trialed UserTesting and [were] pleasantly surprised. Much better than when we had previously trialed UserTesting 12 months previously. Much nicer user interface, more flexibility in terms of functionality and features, and much quicker response times for tests being completed.
Do you think UserTesting delivers good value for the price?
Yes
Are you happy with UserTesting's feature set?
Yes
Did UserTesting live up to sales and marketing promises?
Yes
Did implementation of UserTesting go as expected?
Yes
Would you buy UserTesting again?
Yes
Using UserTesting
5 - UserTesting is used by the whole of our UX team - this includes a mixture of researchers, writers, and designers. It is predominantly used to test different iterations of screen designs for our website and app. We also use it to conduct competitor analysis on brands within the same sector as us in order to understand what works well.
2 - Although many people across our team use UserTesting (especially watching the videos), we only have 2 who are skilled in setting up and reviewing tests. The platform is very easy to learn and more people within our team would be able to do this in theory, but it still requires some knowledge on how best to ask questions and in what order so that tests aren't leading or biased. Understanding of screening and sampling is also needed to make sure our tests are reflective of our target segment.
- Prototype testing
- Competitor analysis
- Understanding attitudes and behaviours towards our product
- Testing advertising concepts
- Feedback on language and terminology
- Getting a better idea of who our segment actually is/ what they are like
- Conducting moderated prototype testing
Evaluating UserTesting and Competitors
Yes - We previously used UserZoom. When we were offered our contract renewal with UserZoom they increased the cost of our package substantially, which encouraged us to look at competitors. UserTesting offered us a trial and through that trial I realised that UserTesting provided everything we needed (and more) for a much more competitive cost.
- Price
- Product Features
- Prior Experience with the Product
Cost made the decision to move providers easy. But we would not have moved providers for inferior product features and I don't think we would have taken the risk of moving without having been able to trial it first (and test out those features). Product Usability is really good and an added bonus but not as high as its features and overall cost.
I would not change my evaluation process again. The ability to trial the product features (and the competitive cost quoted) gave me all the information i needed in order to put together a business case for moving our contract to UserTesting. The requirements for procuring suppliers at our business remains the same, so how I evaluate and select a supplier remains the same too.
UserTesting Implementation
- Implemented in-house
Change management was minimal - There was no change management as part of this. We downloaded all projects from our previous platform before starting with UserTesting and built in a bit of an overlap with the contracts to ensure we were never without a testing research platform. Onboaring new users to UserTesting was very easy.
- No issues encountered
UserTesting Training
- No Training
The product was very easy to learn. It follows similar patterns as surveymonkey and many other well-known research platforms. Having a trial beforehand made it even easier to learn without training.
Configuring UserTesting
The screening and audiences features are really good.
No - we have not done any customization to the interface
No - we have not done any custom code
UserTesting Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
No. I'm not sure I knew it was an option. But our team includes very knowledgable researchers and the platform is very easy to learn. Because of this, we don't need any additional support - we are very self-sufficient and any support related matters are very infrequent and are dealt with efficiently.
We did receive an automated email from their compliance team which I thought was rude and which I did not appreciate. I replied and CC'd in our account manager who dealt with the issue immediately and we have since not had any repeat of that issue. Can't rate their support staff highly enough.
Using UserTesting
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Building a test - it's all drag and drop
- Viewing videos
- Downloading results into an excel file
- Setting up different segments as part of a screener
- Analysing results within the dashboard - we export to excel to avoid this.
UserTesting Reliability
Integrating UserTesting
Relationship with UserTesting
Nothing above what was standard.