Item: UserTesting
Rating: 9
Author: Verified User

Overall Satisfaction with UserTesting

Use Cases and Deployment Scope

As a large e-commerce company, our team of 3 UXRs and other UXDs uses UserTesting daily to run studies on every aspect of users' journeys through our digital products. We evaluate both web and app in mobile and desktop cases. By targeting specific audiences, we can trust that UserTesting can bring the voice of representative users to our design decisions.

Pros and Cons

Pros

Large pool of participants.
Fast turn-around time from study launch to results.
Good quality participants who are used to thinking aloud.

Cons

Adding clips to highlight reels could be improved.
An option to remove filler words from transcript, e.g. um and like.
More transparent pricing around studies in terms of credits.

Return on Investment

UT has supported decision making when setting business objectives.
UT has ensured our digital products are usable, reducing load on the help centre.
UT has helped optimised product pages to increase conversion.

Support Rating

I have only used support once, but during that event the support received was valuable and timely.

Usability

There are some features that could be improved in terms of usability, such as embedding all tests natively instead of linking out (e.g. tree test), highlight reels, managing audiences and more inbuilt analysis features.

Customer Insights

We have benefited from the combination of a large pool of participants and detailed screening questions, which ensures we are targeting our key audiences. The participants are of good quality, and the turnaround time is excellent.

Alternatives Considered

Lookback

I used Lookback at a previous organization. Overall, UT is more usable for participants, and the built-in participant pool is a standout feature.

Key Insights

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

Other Software Used

Miro

Likelihood to Recommend

UserTesting is a handy research tool that facilitates a rapid turnaround. The participants are a highlight, with a large pool, good screening options, and good-quality participants accustomed to thinking aloud. Some areas for improvement could be more analysis for tree tests (e.g., directness), more usable highlight reel functionality, and improved transcription to filter out filler words.

Comments

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