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The bread and butter of my whole UX Research practice!
March 17, 2022

The bread and butter of my whole UX Research practice!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with UserTesting

I use UserTesting every day in my role as a UX researcher. It's our main source for participants for online usability and user testing. I always have a handful of unmoderated and moderated studies up and running on the platform.
  • Sourcing a diverse group of participants quickly
  • All in one spot to recruit, host sessions, and analyze sessions
  • Create and share clips of users really easily with stakeholders
  • The organization of the work spaces/dashboards could use some work.
  • I don't feel as supported as I used to from a customer success perspective. I used to have dedicated, go-to professionals to reach out to about my account who knew my project context, account history, etc. Recently we've been pushed into general support pools, and it doesn't feel like my account gets any personalized attention anymore.
  • I would like to see a more refined experience for collaborators - the test plans I share with them are plain text/hard to read.
  • Would be nice to be able to conduct focus groups using this tool.
  • Fast feedback on features
  • Ability to test with a diverse audience
  • We were able to adapt to remote-only life in COVID so easily thanks to UserTesting
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.)
We've benefited in so many ways. The speed of getting tests up and running is really useful. I'm almost always able to target the exact customer I'm looking for and field the test quite quickly. I'm quickly able to gather data to help support my stakeholders in their decision-making. Being able not just to tell but SHOW my stakeholders what the experience looks like when using our products is invaluable.

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

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.