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4.25/5

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Verified Reviewer

Global

United States

May 8, 2023

UserTesting is an amazingly helpful feedback platform

Use Cases and Deployment Scope:

I use UserTesting to help evaluate future digital experiences for the CDC website. In the past, I've used it to evaluate prototypes for the Home Depot.com. Basically UserTesting helps the organization make the right decisions before proceeding with the development and coding of the product. The scope of my use case was that it helped me pass along those right decisions back to the organization with the data received from UserTesting sessions that I conducted, moderated and unmoderated.

Likelihood to Recommend:

It is incredibly well suited when you need to get feedback on experiences or products that need quick feedback fast, also well suited when a team needs to continuously iterate and get feedback on a product. It is also well suited when a team needs to conduct discovery research and understand and define customer problems, and be able to talk to customers in real time. It is not well suited for other methodologies like surveys or paper prototyping.

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Verified Reviewer

Healthcare

Global

United States

May 8, 2023

UserTesting is worth EVERY penny!

Use Cases and Deployment Scope:

We use UserTesting to get feedback from live consumers/users of our websites and products. We’ve used the available community and also done private groups with both non-moderated (self-guided) tests and moderated tests. We’ve ran tests to get feedback on website redesigns and enhancements including site architecture/structure, UI/UX, content, and style/colors. It has been immensely helpful in getting user feedback quickly and easily to drive changes.

Likelihood to Recommend:

UserTesting allows me and my team to create and complete user tests incredibly quickly and cheaply. User testing used to be incredibly expensive and time consuming and as such wasn’t completed as often as it should have been. With UserTesting, we can set up, deploy, and get results within ONE WEEK with no extra costs beyond what we pay for the service. It’s a true game changer to get voice of the customer feedback in near real-time and get feedback more often.

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Verified Reviewer

Business services

Small business or Startup

United Kingdom

May 5, 2023

An excellent tool to assist research

Use Cases and Deployment Scope:

I use UserZoom mostly for: - Running unmoderated user testing sessions for client's websites- Gathering feedback on designs / concepts / journeys / prototypes / information architecture, like I would via UsabilityHub

Likelihood to Recommend:

It's well suited for a larger organisation that wants a tool that allows them to easily research ideas / journeys combining a few methodologies in one, that multiple teams can have access to and research without extra costs involved

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Verified Reviewer

Fashion & Apparel

Enterprise

Portugal

May 5, 2023

Mostly useful if you know what its good for. Usability could be improved, but it gets you fast feedback

Use Cases and Deployment Scope:

We use it mostly for unmoderated testing to see usage, workflow, and pain points encountered on our site as well as uploading interviews to create clips.

Likelihood to Recommend:

Best suited: low complexity user testing of a prototype or live site. Less appropriate: user tests that are more foundational in nature and require follow up questions, as well as testing complicated flows in prototypes because you can't course correct participants easily.

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Verified Reviewer

Media & entertainment

Global

United States

May 4, 2023

UserTesting is your best research/testing solution!

Use Cases and Deployment Scope:

Our team has been leveraging usertesting.com for conducting all the unmoderated and moderated research. The tool is pretty intuitive and helps our designer able to conduct the unmoderated tests without any support. The team at usertesting.com has been immensely helpful in working with us in putting together the right set of documentation which standardizes our overall research operations. Their acquisition of UserZoom has also integrated all our userbase into one. I highly recommend usertesting.com to others! We did evaluate other tools but the quality of the product, easy integration w/Figma and their Support system makes this an absolute 10/10!

Likelihood to Recommend:

Best suited for researchers to conduct moderated tests and UX designers to conduct unmoderated tests! Not suited for diary studies!

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Ken Claassen

Product Strategist

Technology

Small business or Startup

United States

April 12, 2023

Good Access to Reviewers but Awful Execution

What do you like best about the product?

The best thing about User Testing is how easy it is to find people to interview with. It is extremely easy to do and convenient

What do you dislike about the product?

The worst thing about User Testing is how limited it is, If you want to test a design it's not good. You are better off using Maze. The biggest issue I have is how awful the customer support is. User Testing is saving money by using an Ada Chat bot for when you need help. If you were to ask this ChatBot for assistance it will recommend articles and if you ask for a human it completely flips out. Maybe it will give you contact info maybe it won't Well suppose it does give you contact info like a PhoneNumber (Noone from user testing is avail for Live Chat) well the PhoneNumber just routes to a voicemail saying Tech Support will reach back out. Okay well then let's try email! This is a real tracript: Me: Contact Support Bot: You can use the following options to reach the Support Team: [Blank??] Me: Send an Email Bot: Do you need any further assistance? This is honestly the worst SaaS experience I have ever witnessed when it comes to needing help which you will need at some point

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

Access to people to do research with who I would not have the time or resources to find otherwise. It helps me save time with the organizing part of my life and job

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Catherine Gustafson

Manager, Web Experience | Marketing & Brand Management Office

Business services

Small business or Startup

United States

March 20, 2023

Simple UI for any team member to launch, analyze & report out on user-tests!

What do you like best about the product?

The user interface makes the complex task of setting up, launching, reviewing and sharing findings out, easy to navigate and easy to look back on past tests. My department will often run reoccuring user-tests for things such as our website homepage, our top conversions on our website, etc., being able to repeat tests and use previous test plans was super helpful. The ability to share a single video clip or a highlight reel was also extremely helpful in sharing takeaways across a multidisciplinary team, as well as with stakeholders.

What do you dislike about the product?

The cost of using UserTesting.com as our enterprise platform seemed steep in comparison to similar products. We also seemed to constantly be given a new "account manager" or "personal rep" for UserTesting.com, which was annoying for the team to have to do kickoff calls with this new position every so often.

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

The qualitative feedback that we can't get through just analytics or survey and in-person feedback from a limited audience. Having a giant user pool like UserTesting,com has is super helpful in testing products across multiple audiences, especially with how fast the feedback can be delivered back to your team. This has been most useful for website redesigns, where we can launch a baseline user-test, test the prototype, and then test post-launch.

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Heather Aufderhar

Freelance

Small business or Startup

United States

March 1, 2023

Most reliable there is

Use Cases and Deployment Scope:

I use it to make monthly income. This is one of the best reliable money avenues in my freelance position. I can rely on this company to deposit the income without having to chase them down nor cresting an invoice.

Likelihood to Recommend:

They are understanding when it comes to missing scheduled appointments and customer service understands my concerns

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FEATURED REVIEW

Verified User in Internet

Director of Product Management

Technology

Small business or Startup

December 17, 2015

Love this tool for quick and valuable feedback

What do you like best about the product?

Usertesting allows us to get feedback about our website from real people, very quickly. You can screen the users to ensure they meet your criteria. Generally we get results back within an hour, it has never taken more than a day. I like that you can take notes directly in the videos, so that you can easily find your spot later on. You can also create highlight reels and share them with your team members.

What do you dislike about the product?

It would be nice if I could do all my analysis and notes in user testing's site. Right now I am able to create notes on the video, and share clips, but I'd love to have a space to easily record and share higher level insights. No, you don't get the subtle observations that you would in an in person usability test, but this tool lets you get quick feedback to build up to an eventual in person test that may be more valuable than if you hadn't done any online tests first.

Recommendations to others considering the product:

Take the time to speak with their support and customer representatives, they are very helpful.

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

With this tool we are able to get quick, valuable feedback on our website. We use this to make decisions and changes to our site with the goal of giving users what they really want.

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