Item: UserTesting
Rating: 8
Author: Adam Brett

Overall Satisfaction with UserTesting

Use Cases and Deployment Scope

We use UserTesting to try out new UX features that we want to implement. We also use it to understand customer problems onsite and how they interact with the website. This gives us a way to uses issues and address them.

Pros and Cons

Pros

Visualisation of what customers are doing
Ability to give directions to users
Video feedback

Cons

Better options to track clicks
Options to select power users /skills
Improved UX

Return on Investment

Improved conversion by fixing issues
Faster time to fix route issues
Time cut when in the development phase

Support Rating

Pretty good support, I can't say I have used it much

Usability

The platform is easy enough to use, great to select users and build missions for what you want them to use

Customer Insights

Reviewing our new navigation and seeing how users interacted with it on site. Were they using it as expected, or were they still going with search or the homepage links. Testing this, gave us the ability to update and refine the Nav before a wider launch.

Alternatives Considered

Content square is great for seeing customer insights, but UserTesting cuts straight to the point

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?

I wasn't involved with the selection/purchase process

Did implementation of UserTesting go as expected?

Yes

Would you buy UserTesting again?

Yes

Likelihood to Recommend

UserTesting is great when you are launching new features and want to understand how users are interacting with it. Most of the time you find they use it with a different way than planned in the UX development phase. It does require prompts for users, but if phased right it can provide great data.

Comments

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A decent tool when launching new features.