A good tool for the general market with a diverse product offering - if you can only budget one tool start here.
June 05, 2025

A good tool for the general market with a diverse product offering - if you can only budget one tool start here.

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with UserTesting

We use UserTesting primarily for classic UX Research. A team of UX researchers and UX designers utilizes the software for prototype testing, generative research, interviews, validation, and other purposes. We use the unmoderated, moderated, and survey features. We work primarily with banking customers. For the most part, we are testing mobile and app financial experiences with our consumer banking group.

Pros

  • General market recruits (non-specified users).
  • Payment to participants.
  • Automatic email invites for scheduled research sessions.
  • Customer success managers are well trained and responsive.
  • Regular check ins to answer questions.
  • Updates to roadmaps.
  • Release of new features.

Cons

  • Quality of participant pool - many are career testers, and many are untruthful. Since sessions are auto-scheduled if the screener is past, you often don't know until they've completed the test. Allow double screening or be more stringent in removing users from the platform.
  • Unfinished products - focus on making one product the best it can be before moving on to a new one. Unmoderated testing is still missing features (randomization of 3 or more prototypes, etc.)
  • It has allowed a more customer centric mindset.
The support team is superb. They also get back to you quickly. I've also forgotten our CS manager's name in the past and gone through a generic email box; somehow, it always makes it back to the right person within 48 hours. Truly a great experience from that perspective.
Great usability, only feedback would be to go back to the old (circa 2020) homepage/dashboard.
It's definitely been helpful when there are quick project timelines and turnarounds, and there isn't much time for UXR. In such circumstances, we can use UT to communicate with general market customers and gather feedback.

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?

No

When working with general market customers. For example, a person between the ages of 30 and 60 who has a checking account and a mortgage with their primary bank, as long as they don't get too specific about a particular bank.

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