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Verified User in Insurance

Strategic ResearcherFinancial services

EnterpriseUnited States

May 29, 2024

UserTesting makes user research quick and easy

Posted on

Summer Akhtar

Lead UX/UI DesignerRetail & ecommerce

Mid-MarketUnited Kingdom

May 29, 2024

A fantastic tool for gaining valuable insights!

What do you like best about the product?

UserTesting is such an easy platform to use! The ease of use is the main thing that I like the best, the quick turnaround for getting tests out to participants, and also the ease of if a participant's recording isn't up to standard, or they haven't followed the instructions properly it's so easy to replace a participant and not disrupt the research process. The metrics and displays of data in graphs automatically are extremely helpful too, I have used these when presenting to stakeholders at short notice. The recordings are always good quality, and the transcripts are helpful to follow when you are unable to play the full recording out loud. I use the platform at least 3 times a week out of a 5 day working week and am the champion of it in our company so can say I really do love it as a tool!

What do you dislike about the product?

I wouldn't say it's a dislike but sometimes the transcripts are inaccurate, or details have been missed/don't match what participants have written. I know there is an AI tool that can be used by those with a more premium account with Usertesting, it would be great if you could buy use of that feature through your credits.

What problems is the product solving and how is that benefiting you?

UserTesting was instrumental in an end-to-end redesign of the Russell & Bromley checkout. I was hired into the company to deliver the project and was the lead UX designer. Every round of user testing provided us with more valuable and detailed insights, which contributed hugely to the overall design. I felt so confident going into sign-off meetings with C-Suite members, communicating to key stakeholders and feeling confident that the design was user-centred and championed who would be our customers using it. I believe that UserTesting was also used for sign-off on the business case for the project before I was onboarded, as participants were asked to review the checkout alongside competitors. I regularly use the platform to test my designs for A/B testing before they go live on site, this can help me decide between, and /or refine variants that will go live on site. We currently also use Content Square, so any time our analyst identifies a problem being encountered by users on site, I will send out a user test to gain qualitative insights and understand why users are feeling the way they do, their own pain points, and reactions to the interface.

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