Stay Nimble in a Changing World: User Feedback at Your Fingertips

We needed a quick solution to capture customer feedback as we redesigned our website before the pandemic hit—and we were so grateful to have UserTesting moving forward. Not only were we able to gather input affordably in a few hours—helping us stay relevant each step of the way—but we also noticed that using the tool inspired a shift in mindset across teams. Stakeholders now inquired about the experience rather than simply rolling out a solution. UserTesting provides a tool to create and share highlight reels with our teams, and often watch these highlight reels together to learn more about the "why" behind the behavior. UserTesting offers a supportive CommUnity of users to ask questions or to participate in training opportunities.

We used to rely only on focus groups and in-depth interviews to gather information about product expectations. While these methods do serve their purpose, it took over 60 days to work with an external team to develop discussion guides and secure a location/participants. We only had access to audio recordings, so we were not able to see user behavior in real-time. Now, we can deploy tests and gather feedback in a matter of a few days. It's helped us to stay relevant in a changing market—especially as we all recover from the global pandemic.