Item: UserTesting
Rating: 7
Author: Amy Highland

Overall Satisfaction with UserTesting

Use Cases and Deployment Scope

We are a design and growth agency. Without testing ideas, we have no way to validate them. UserTesting allows us to research ideas correctly and validate concepts.

It's used on both projects and retainers largely by designers and data experts within the discovery phases. It allows us to get data before developing and launching a feature.

Pros and Cons

Pros

Sorting trees
Basic user testing models
Understanding customer frustrations

Cons

Clarity of pricing model
Recruiting valid participants

Return on Investment

Increased customer trust in our expertise
Increased customer investment into retainers and services
Cost savings for customers in not developing invalid design options

Support Rating

I don't have as much experience with UserTesting's support, however they have always appeared easily accessible with live chats.

Usability

Love the interface! It's very easy to set up and launch new tests. It's also very easy to provide access to clients and they find it very simple to navigate and understand the test scripts we're suggesting and the results gathered.

I particularly like the ability to turn test results into presentations very easily.

Customer Insights

Yes. We use the software to try to get initial feedback on new clients' user behaviour traits and influence what our roadmap recommendations are. The findings are typically highly influential to their on site decisions, including what products they offer and where, decisions around their brand and positioning and specific CRO tactics.

Alternatives Considered

UserBob, User Interviews and Maze

UserTesting is far more advanced than UserBob. It allows a lot more flexibility in the type of testing we run and specifically how we gather respondents to this.

Most tests are unmoderated, similar to Maze, which I would suggest is the most comparable in platform. I find UserTesting easier to navigate and more accessible for clients.

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?

Yes

Did implementation of UserTesting go as expected?

Yes

Would you buy UserTesting again?

Yes

Likelihood to Recommend

It's well suited for providing a wide enough variety of user testing methods to allow a CX Researcher enough tools to get valid data and insights.

It's not suited to more hands on methods of user testing or supporting some unmoderated forms of reviewing like asking a user to walk through a site whilst acting out specific scenarios and providing the recordings.

Comments

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A well rounded platform for entry-mid level CX Researchers