Item: UserTesting
Rating: 7
Author: Verified User

Overall Satisfaction with UserTesting

Use Cases and Deployment Scope

Im a user researcher at Conde Nast. It is our principle tool to connect with audiences across our brands. Primarily it is used for usability studies, interviews or mixed method testing. Both moderated and unmoderated. It does have a secondary use for surveys although this is less reliable given the wide scope of the pool of participants.

Pros and Cons

Pros

Its incredibly easy to use and customise screeners or tasks for usability testing
Intuitive survey construction and set up
Useful secondary task tools like A/B testing, card sorts, impression tests etc

Cons

Quality of participants- its clear some fake their IP addresses and are not in the country you have screened for
The AI analytics are not the most functional from what I have seen, stick to what you're good at?
I find the scheduling for live sessions clunky to use, the calendar interface is very glitchy

Return on Investment

It provides critical insights that increase our subscriptions, time spent and in a commerce frame, conversion
It helps frame the need to pivot on products yet to launch to ensure the meet user expectations so reduces risk.
It is integral to highlights areas of opportunity we can captialise on

Support Rating

Good, im UK based so there is a lag in timing, this is less of an issue as a lot of my calls or work operate around US markets but there are times where the delay can present a minor painpoint.

The customer service itself is very good, they are always very courteous and look to solve your issue. I do feel the account management level however is surface level at times and the upsell of their consultation services is overkill, perhaps if we didnt have a UXR function the business would be more receptive to it...

Usability

It's very good, I have used other tools in the past and this is by far the most intuitive and user friendly. Testament to this is the ease with which other non researchers who have been onboarded to the tool with our additional seat have found it easy to use.

Customer Insights

Yes, there are times in the business that a very quick turnaround was needed and this for the most part is achievable due to the pace at which tests can be rolled out. Unmoderated tests in particular. I have also found the surveys fill very fast, however as mentioned at that speed comes a compromise in quality of responses when comparing them to our live intercept responses.

Alternatives Considered

Userlytics and Trymata

UserTesting is probably the most polished with the largest tester pool, fastest turnaround, and great tools for both moderated and unmoderated tests.
Userlytics is a solid alternative, especially for the budget-conscious. It supports usability testing on lots of devices, and you can do both moderated and unmoderated sessions. The UI isn’t as seamless as UserTesting’s, but it gets the job done and it's pretty flexible in terms of study setup and participant targeting.

Trymata is the most basic, but it’s relatively straightforward and affordable. You still get session recordings and written responses, but lacks dashboard polish or advanced features. It’s great for smaller teams or one-off tests.

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

Hotjar, Dovetail, Typeform

Likelihood to Recommend

Well suited to its original purpose- usability testing and interviews. This can be performed at pace, given the large audience (although our brands are very well known so this should not be a barrier) and there is a decent level of task customisation when conducting unmoderated testing.
Its less appropriate for survey where you are looking to capture genuine intent/behaviour, even with screeners the data skews more positively than onsite survey, makes me question the quality of survey respondents.

Comments

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