What is
UserTesting.com?
A "crowdsourcing" service that provides fast and cheap usability testing.
UserTesting.com
gives you access to a large panel of users, on-demand. You get to "look over the
shoulder" of these users while they perform common tasks on your website, to see
and hear where they get confused and frustrated. This dramatically decreases the
cost and hassle of usability testing.
How much does one user tester cost?
$29
, which gives you two things:
-
A Flash video of a user speaking their thoughts as they browse your website. Watch a sample
video.
-
A written summary where that same user tells you what they liked, disliked, and
what would have caused them to leave your site.
See a sample summary.
If it's your first order, you pay only $29/user when you sign up for three users.
Do the videos record both audio and video?
Yes. Our screen recording software records both the audio of the user speaking and
the video of the screen. The videos are Flash files.
How long are the videos?
Usually about 15 minutes. The length depends on how many tasks the user is asked
to do. Tasks should be written so that they can be completed in not much more than
15 minutes.
Can the videos be downloaded?
Yes, the videos can be downloaded in a standard video format (.mov or.wmv). This
allows you to:
- Edit the videos
- Insert the videos into Powerpoint
- Watch the videos offline
- Embed the videos into a web page
How quickly will I receive results?
In as little as one hour. Here's the most common scenario: You request five usability
tests—you'll receive a couple of the results within the hour and all five within
a few hours. One caveat: Requesting users with narrow demographics slows things
down a bit because fewer users are qualified to do the test.
Who is
UserTesting.com
for?
Anyone involved in the design, development, or marketing of a website. Seeing real
people use your site lets you see where they have problems and how you can make
it easier to use. Many of our clients work for website design and optimization firms,
and they test both client and prospect websites. It’s a very powerful pitching tool
to show videos of real people using a client site (followed by how you’d improve
it).
Who are the users?
The users on our panel are typical Internet users, not usability experts. They are
normal people who have been screened to make sure they articulate what they are
thinking as they browse. We have made a big effort to find these users and make
them available to you for a low price. Learn more
about our user panel.
My website is very specialized. Can you guarantee that I can get users for my specific
demographic?
Currently we only ask our users for five demographics: gender, age, income, country,
and web expertise. When you are writing your test, you can request additional demographics
(for example, "You must be a high school teacher"). Even if you make an additional
request, the test is made available to users based on the five demographics we do
have. The users then self-select based on whether they match the additional requirement.
(It's rare for users to do tests that they're not qualified for, because they don't
want to risk getting removed from our panel.) If users don't feel they fit your
additional requirement and don't accept your test, we will contact you with the
option to edit your demographics or cancel the test for a refund.
Want your actual customers to be the users? See the next question…
I want my own customers to be the users, not people on your user panel.
Wait, is that a question? Actually, this is a common request, and easy to do. We'll
set up the tests with your customers and get their videos and written comments back
to you. The cost is the same: $29
for each test, of which $10 is paid to your customer. Contact
us to get started.
P.S. Before you recruit your own customers, we recommend that you
try at least one test with our normal service. That way you'll get a quick
understanding of the process, in case your customers have questions.
How many user testers should I sign up for?
We recommend five, since some
usability experts say that you’ll discover most of a site’s
problems with as few as five users.
Can I test competitors' websites?
Yes, you can test any website. In fact, you can run a test where the user looks
at two different websites--such as your website and a competitors--and tells you
which they prefer and why. To do this, when posting your test, just enter one of
the websites in the URL field and reference the other in your task description.
Can I test a site that's only partially done or requires a password?
Yes. When writing your test, just warn the users that the site is only partially
working, or that it requires a username/password. They'll have no problem with this.
What if I want to watch the user testers sign up using a credit card?
You have two options:
1) Tell them to go through the process of buying your product with a credit card,
but tell them not to click the final "SUBMIT ORDER" button.
2) Provide the user testers with a dummy credit card number that they can use.
Can website owners outside the United States use
UserTesting.com?
Yes, about 15% of our clients are outside the U.S.
Do you have user testers in countries besides the United States?
In addition to the U.S., we now offer user panels in Canada and United Kingdom,
and we'll add more countries soon.
I want a refund. What do I do?
If you are not 100% satisfied, just click here
within one year for a full refund.
Can I pay you for website consulting?
We used to offer a service where we'd set up tests, summarize the results, and make
recommendations. We no longer do that, because many usability experts and website
optimization experts have sprung up to perform that same service for
UserTesting.com
customers. Here are a few that we know best and recommend.
I am a usability expert. Can I share test results with my clients without mentioning
UserTesting.com?
Yes, our Partners Program makes it easy to set-up tests for your various clients
and share results along with your comments. The results you share with your clients
can have your logo (not UserTesting.com) so you can use your brand and set your
pricing. Visit our Partner Program for details.
How do I apply to be a user tester?
Sign up here to be a user. If you are accepted,
you'll earn $10 for each website you test (unless the client isn't satisfied with
the results, in which case the entire $29
fee is refunded, including your $10).
You didn’t answer my question. How come?
Probably because this FAQ was written by a PR person. Please ask us your question
using our contact us form.