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Complex pricing structure, but overall product does what it does pretty well
October 11, 2022

Complex pricing structure, but overall product does what it does pretty well

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

Overall Satisfaction with UserTesting

We generally use UserTesting for design research, so testing designs at various stages of the product development process. We get feedback mainly on usability, but also on expectations and understandability/comprehension of elements on the design, like copy, imagery, and general components. We have dabbled in concept testing, as well as some messaging (more so comprehension than validation). The Product team owns the license, but the Product Marketing team and Content Design teams have also benefitted from using it.
  • Recruitment
  • Usability Testing
  • Quick Tests
  • Getting quick feedback
  • Pricing structure
  • Oversight for more junior team members
  • Seat-based structure
  • We've pushed more design into testing, so there's more confidence in what we're pushing to dev
  • Cost savings from having to iterate and re-develop
  • Increased conversion rate
  • Additional revenue
The chat feature is great and I usually use it to reach out to replace at least one respondent every other study. I wish I didn't have to reach out and I could self-serve (e.g., replace bad participants who don't try or don't follow instructions) on my own, but because I do not have that option, at least they're responsive and generally helpful when I reach out.
It's really easy to accidentally launch a study because the done button for the test builder is in the same exact spot as the Launch Test button in the UI. If your page hangs or lags when loading, there's a high likelihood that you might accidentally launch your test. There's no "are you sure you want to launch" pop ups. Also, if you do accidentally launch, undoing it is very difficult.
This has been invaluable for helping to improve our designs. A lot of designers had just been pushing designs to development without incorporating any testing into their process, so having a quick way to collect feedback to quickly iterate helps design to incorporate this into their process without too much pushback. The amount of effort it requires to put together the test isn't terribly difficult.
UserTesting has a better panel that is larger, more far reaching, and faster. UserZoom's GO platform has a better UI and a far better pricing structure, but their panel is smaller and studies take longer to fill. UserZoom has a poor panel for our needs. It is ok for general population with no screening criteria. Userlytics is fine, but it's pretty basic, and they also have a challenging credit model. I do prefer platforms that allow you to bring your own users at no additional cost, because you're already paying for usage of the platform.

Do you think UserTesting delivers good value for the price?

Yes

Are you happy with UserTesting's feature set?

No

Did UserTesting live up to sales and marketing promises?

Yes

Did implementation of UserTesting go as expected?

Yes

Would you buy UserTesting again?

Yes

Its strength is in usability testing and testing designs with users. Another key strength of UserTesting is its panel. Combined, it's incredible for getting quick feedback on usability. With that said, many of the panel members are used to taking tests and generally more technologically savvy. I've heard many words like intuitive more in testing now. However, I do think if you're focused on watching how people are using designs and are structuring tasks appropriately, you can still learn a lot from people who are familiar with design testing.

With that said, I do not believe UserTesting and any qualitative research should be used solely for validation. It is important to think about sample size and confidence quality. It's not really appropriate for message testing. It also can't present multiple concepts in a randomized order, so I might defer to using a different tool if you're in that stage of design.