UserTesting Review
June 23, 2022

UserTesting Review

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

Overall Satisfaction with UserTesting

ADT users UserTesting for qualitative research that informs big picture strategy decisions about our ecommerce experience. Ecommerce is a competitive marketplace, and it's a great advantage to have easy access to understanding the preferences, behaviors and expectations of authentic users in real time. These insights allow us to target the most intuitive, user-friendly online purchase experience for prospects. This can occur on both micro and macro levels, as we elicit targeted feedback on high fidelity prototypes or discovery research to inform entirely new concepts and purchase experiences.

Pros

  • Highlight reels - the ability to edit and string important interview clips together for sharing reports and presentations
  • Recruiting - the confidence that a research task will be completed in the shortest time possible
  • Templates - great scripts to start from when designing research tasks

Cons

  • Markup and analysis of interview transcriptions
  • Reliance on Microsoft Excel to provide analysis features not enabled in UserTesting
  • Smarter and wider search across all projects, sessions, and transcriptions
  • Customization of transcription view to show where notes or clips have already been created
  • Better quality transcription
  • UserTesting has increased consumption of research across our organization
  • UserTesting has increased the prominence of research in design and business decisions
The customer support has been prompt, thorough, and friendly. The organization welcomes input and suggestions. I've had only good experiences.
UserTesting is extremely powerful, but the interface is not responsive at the level one might assume given the features. The ability to take notes and save clips and "like" or tag moments of an interview creates an expectation that these annotations will be visible on the screen and on subsequent visits. Instead, they're often only visible when you download your test to a Microsoft Excel document. It's like taking notes in the margin of a book, but only being able to see those notes if you scan the pages to a pdf and print them out.
The ability to screen and filter participants is practically unlimited, and the speed of recruitment meant that I had over sixty qualified participants for a survey in just a few hours.

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?

Yes

UserTesting is a good fit for discovery-stage and qualitative research when you want to understand user motivations and present analysis using evidence from in-person research sessions. It's also good for getting quick feedback on an as-needed basis for smaller decisions. UserTesting is not suited for quantitative applications, where sites like Qualtrics are a better fit.

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