UNDERSTAND NEEDS
Customer environment and context
Gain a deeper understanding of a customer’s environment—and how your product fits in
What you'll learn
Customer behaviors and habits related to the product or service
Perspectives from customers interacting with your product or service in their own environment
The customer needs that the product is meeting, and discover which are unmet
Users’ satisfaction or dissatisfaction with a product and why
Ever wanted to be a fly on the wall as customers interact with your product? While some moderated and unmoderated tests limit results down to a screen, customer environment and context testing, also known as ethnography studies, opens up opportunities for you to virtually be in customers’ shoes. Easily see, hear, and talk to your customers remotely as they engage with your products, apps, and messaging while recording from their phone’s rear-facing camera.
For instance, you can ask participants to show you their surroundings, such as a living room or inside their vehicle, or show how they typically interact with a product like a thermostat or a toaster. Verbal insight you may obtain could include how children or elderly adults impact the way technology is used. Unspoken insight is just as valuable and could showcase how customers store an item in their home or which environmental factors they value. With UserTesting’s mobile recorder, you can even opt to conduct customer experience studies, such as unboxing and destination studies.
Hear from our customers
Watch how TIER Mobility redesigned the process of purchasing a subscription and mapped the end-to-end experience for customers booking a vehicle
What to test next
After completing a website evaluation test, consider taking a look at the templates for website comparison to do competitive or historic research, website conversions to analyze how to best persuade customers, and website navigation to assess its ease of use.
Additional resources
Now that you know how to use this template to fit your needs, dive into the resources below to learn how teams across your organization can rely on human insight to create successful, customer-centric products and experiences.
Forrester: UserTesting delivers a 665% ROI over three years
A recent Total Economic Impact™ (TEI) Study, conducted by Forrester on behalf of UserTesting, illustrates how organizations using the UserTesting Human Insight Platform can realize $2.03M in value and 665% in ROI over a three-year period.
