The bread and butter of my whole UX Research practice!

I would have given it a 10 two years ago, but unfortunately, it feels like it's gone down a lot over the past year. I used to reach a real person right away every time I clicked help, but now it takes me to a bot. I also feel like I don't get the personalized account service that I used to - we used to have dedicated customer success people that knew our account inside and out (our challenges/struggles, past projects, plans for the future, etc.). Now we are being pushed towards a more general support pool, and I don't trust that anyone is really paying much attention to our account except when it comes time for renewal.

I run into bugs every now and then and find issues with a few of the UI/layout choices when it comes to the workspaces/dashboards. But all in all, I'm easily able to do what I need to do (even if it does take workarounds sometimes.)

It is the bread and butter of my UX research practice! It is consistently a high-quality source of participants, I'm able to draft up and launch tests super quickly, and results come in very fast. The video player has a lot of great functionality, and I absolutely love making clips and sharing them via hyperlinks with people in my org to help grow empathy for our customers. I have had the most success with the tool for screen-recorded web or app tasks, as well as mobile ethnography where users show me around their space (at home). This tool is not as well suited for longitudinal/out in the wild ethnography (needing users to complete multiple tasks over the course of a time period) or be out somewhere in the world, like at a mall. I personally don't use it much for standard IDIs, but it could easily be used as your go-to for one-on-one interviews without task-based or screen recording components.