What do you like best about the product?
Unlimited user tests make it so much cleaner and faster to test everything in a design. Not just a couple of things that we were unsure about. I really liked the templated tests that were available as well, this was key in helping me set up a couple of prototype tests that I had never done before. It really helps to walk you through the process.
I really like being able to get a rating when I'm asking a user a question now as well. This is helpful and quick for me to analyze results. I can quickly see if there is a problem with one of my questions or how easy/hard it was to complete a task before I even watch the videos. I love that if I see that a majority of users didn't go through a task as expected, I can quickly watch every video of that one task and act on that quicker than spending an entire day analyzing an annotating videos.
The transcripts is an amazing add-on as well. Sometimes if the users talk really low or mumble you don't get great information but it is super helpful to be able to go through the transcript and pick out clips that may be interesting to stakeholders.
This is definitely best-in-class software, and it is easy to use, even for someone who doesn't have a lot of experience with user testing. It gives you instructions and guides you into being successful.
What do you dislike about the product?
Onboarding/contracts. This was one of the harder ones I've been through. The pricing tiers changed fairly recently so I think there is still a lot of back and forth until the team gets a routine down. There were times where my rep wasn't answering calls/emails or just gave very broad information. Hopefully, they are working on cleaning up this process. Honestly, it is the only reason why I'm giving them an 9 instead of a 10 because this process was awful.
Recommendations to others considering the product:
Leave yourself a lot of time for contract negotiations, and getting it set up with your purchasing department (if you work for a large organization). Also - determine what your governance of the product will look like. If you only have 1 seat, only that one person will be able to launch tests for everyone added to the account - so make sure that person is reliable and it is part of their job description.
Also - the contract can get very expensive if you are only using it for a few tests a year. I would recommend ramping up the amount of testing that you do or bring in other units within your organization to take part of the contract.
What problems is the product solving and how is that benefiting you?
I've really been enjoying usertesting for my competitor research. This is something I wouldn't have typically done all the time with usertesting, and used to only send a couple users to maybe a main competitors website. With unlimited videos, and rating scales I can quickly see how users perform similar tasks across many different websites. This information has been extremely useful for our UX and design teams.
