Item: UserTesting
Rating: 10
Author: Rebekah Knapp, CSP, CSPO

Overall Satisfaction with UserTesting

Use Cases and Deployment Scope

I use the tool to understand “why” our numbers for traffic, click rates, customer satisfaction, etc are the way they are and insight into what to do to make improvements. Use cases can range from explaining interactions with a CTA (call to action) button to strategy for how we address a whole market. Biases from leadership are changed when we are able to share real customers sharing how they interact and why in videos. Before the tool, assumptions on what would work were only rhetorical and bias. Now we can provide real, transparent, truthful recommendations which have made dramatic impacts to all areas using the tool for research.

Pros and Cons

Pros

Observing how people react to experiences
Hearing the emphasis in feelings from interactions
Getting quotes from customers to make the case for changes
Using the survey to pull out thought, desires, and ideas from customers

Cons

Pulling the data together for presentations is rough and time consuming. I suggest that user testing perform testing on how we use the tool to organize the research to present to leaders so that additional tool to support this can be made available in the tool.
Custom network is clunky and difficult to use. It is not easy to get our customers and target market to sign up. I have to hand-hold them. Sometimes they don’t get the email to sign up. I would like to enter what I already know about them (profiles) into the tool myself and then send the invite for the test.
Would like to be able to search all past research on topics through the transcript rather than rely on just my notes.

Return on Investment

Faster time to market
HUGE increase in customer satisfaction
Confidence in design and experience and team motivation
Increase in traffic going the right way

Support Rating

Almost perfect. Just dropped me once and answered the wrong question once

Usability

Pretty hard because the videos needs to be diligently reviewed to make sure the screener worked (the 15% that just test for money and lie about their info get into the test). Then, I have to use excel sheets and pivot tables to bring the data together. It takes a very detailed and tenacious person to get correct insights.

Customer Insights

Able to create a clear strategy from talking to people and getting understanding of their world and needs.

Alternatives Considered

Content square, quantum metric, Guidepoint, Adobe, Foresee/Verint

Key Insights

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

Likelihood to Recommend

Great for observing, hearing, and asking. Bad for getting solid opinions unless you had a lot of people for stats. You cannot act on 5 people casually saying, “I like this over that,” because many times the testers just want to finish the test and give false positives.

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