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UserZoom: To Make Your Customer Experience As Great As Your Product!
February 15, 2019

UserZoom: To Make Your Customer Experience As Great As Your Product!

Jackie Bassett | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with UserZoom

We have used UserZoom for end-user experience testing, most often to test CPG websites. What's most important in these scenarios is a seamless experience, of course. Utopia for consumers is when they can so readily find exactly what they are looking for/something they weren't looking for but now want and that the journey to purchase is seamless and fast! That takes a lot of testing, retesting and retesting! So the testing tool needs to be just as seamless an experience.
  • CPG online shopping experience testing: path to purchase (and everything in between) capture is excellent
  • Consumer demand validation: can add surveys and capture key quantitative metrics of a large number of actual users (unbiased human testers) all quite easily.
  • Ease of use encourages experience testing far earlier in the product development cycle (test early, test often, change according to authentic measurable results, etc.).
  • The more depth and agility that any UX tool offers, the more successful the offering being tested will be in the marketplace. Therefore we suggest never putting a ceiling on UX testing capabilities.
  • In the early days of our using UserZoom, our own UX with the tool was a bit of a challenge, but it's become far more user-friendly since then.
  • A must-have tool for any CPG UX website/path-to-purchase testing!
  • App testing: easy enough to work with that there's no excuse for not testing early and often.
  • Not inexpensive, but every great product must have as equally a great user experience designed in!
Most comparative products that we've used/seen are in-house developed tools, data scientist-based research with a few other tools used in the process such as Validately. UserZoom is a nearly perfect tool as results are real-time, authentic and can capture real-experience results at scale. The increase in pricing came when so few purpose-built alternatives followed suit.
A classic example was when a major retailer in a fiercely competitive sector (fashion) asked us to test their new site (before launch). We agreed to shop for three very specific items and match the items for style amongst "suggested goes with" items in very specific sizes. The experience was a 9 out of 10. What we were able to find was the final step (actual purchase) was far too complex. UserZoom was a great tool that captured the issue and turned the launch into a great success.