Item: UserTesting
Rating: 6
Author: Charlotte Moore

Overall Satisfaction with UserTesting

Use Cases and Deployment Scope

I'm a UX Researcher at a B2B SaaS company and we had a lot of trouble reaching end users. We used UserTesting to recruit end users (non-administrators) of our product and complete moderated and unmoderated user research with them.

We also used UserTesting to speed up usability testing, relying on their unmoderated test set up and the analytics that are provided in the product to develop insights more quickly.

We used the Highlight Reel feature to make video clips easily of the customers' experience and shared them with team members to build empathy.

Pros and Cons

Pros

Highlight Reels
Speed of recruitment
Coverage if a participant is fraudulent or low quality
Community resources and guidance

Cons

Allowing the researcher to select which participants to use from a qualified pool
Greater flexibility with test-plan-building and types of questions
No B2B-specific panel
Ease of set up for non-UT-panel participants

Return on Investment

Reduced recruitment time by two weeks for end users
Increased number of usability tests we could run in a month by 150%
Was quite a large cost though and we did not end up using all of our credits, so lost 10% money we could have used elsewhere because it was tied up in contract

Support Rating

Fast live chat support, however they would have bugs and issues where the live chat service didn't load semi-frequently.

Usability

Pretty easy to use once you know your way around it. Workspaces worked well for organizing work by subject area or team. Did struggle with the navigation and where to access templates and highlight reels. Felt this could have been done more seamlessly.

Test plan building usability is very good with a drag-and-drop question experience.

Customer Insights

We benefited by increasing our capacity for usability testing greatly when using UserTesting. The tool allowed us to access our end users much more quickly and set up tests more efficiently, enabling us to make data-backed design decisions more frequently. This has led to more confidence for designers and PMs when making product decisions, and aligned to our company value of being data-informed and customer-focused.

Alternatives Considered

dscout and User Interviews

UserTesting is very much a usability testing tool. dscout has much more robust functionality and feels like a more complete user research tool, and I prefer the quality of the panel. However, the UserTesting panel is much larger, and works well when you have lower barriers to entry to being qualified to participate in a study.

User Interviews is only a recruitment tool, and it does recruitment very well. I love that they have a B2B panel with linkedin verification, and wish UserTesting had that. However, UserTesting has analysis tools, which User Interviews does not.

Key Insights

Do you think UserTesting delivers good value for the price?

Yes

Are you happy with UserTesting's feature set?

Did UserTesting live up to sales and marketing promises?

Did implementation of UserTesting go as expected?

Yes

Would you buy UserTesting again?

Other Software Used

dscout, Dovetail, Figma

Likelihood to Recommend

After using the tool for two years, I would recommend UserTesting if much of what you're testing is around marketing or communications. It's excellent for testing websites. But I think it is not as robust for testing more robust products. I also would recommend it more for B2C experiences, rather than B2B, as, in my opinion, they make it harder to recruit and select the perfect B2B participant.

Comments

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Great tool for B2C usability testing