UserTesting- Good enough tool, but no delights and many drags
August 20, 2021

UserTesting- Good enough tool, but no delights and many drags

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with UserTesting

We use UserTesting mostly for our UX dept. initiatives. It is a very good tool, but it has many shortcomings. It provides many features, but the overall quality is good enough, not great.
Some things that we use it for:
- helping with recruitment (quite easy, but with constraints),
- conducting unmoderated interviews,
- conducting surveys,
- conducting usability tests
  • recruitment
  • usability testing
  • unmoderated interviews
  • UI
  • consistency with provided features in different plans
  • user flows
  • cost savings
  • less need for using recruitment agency
  • less need for using research agency
They are quite good in handling bad participants - substitution is easy. Overall, I didn't have many chances to contact their support.
The product, even though it's sometimes bad in execution, is quite easy to use and get used to.
I would love to write more on this topic, but that sums it up.
Their product team is focused on adding features, but what they should focus on is execution of the UI, user-flows, addressing usability issues, and following UX standards (especially in screener/test creator).
The product is usable, but it is a drag most of the time.

Also, their statistics module from research is unusable - I would love them to follow what SurveyMonkey does in their statistics module.
I've tested many things with this tool - I prefer doing in-person tests in focus-lab. When we think about reaching audiences from across the border, it is a really useful tool.

You need to remember that this tool requires some compromise, but overall I'm happy with the results and participants that they provided.

Do you think UserTesting delivers good value for the price?

Not sure

Are you happy with UserTesting's feature set?

Yes

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?

I wasn't involved with the implementation phase

Would you buy UserTesting again?

No

Miro, MURAL (formerly Mural.ly), Figma
It is a very good tool for our needs, but there are many shortcomings - the UI is bad; product often lags; it is counterintuitive while creating tests; they change plans and the features included often - so you sometimes lose what you previously paid for; their model for tests is bad - you can only recruit 10 ppl per test, which is a small number.