Customer journey

Understand how customers engage with your brand or products across multiple touchpoints

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What you'll learn

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Customer attributes that may help you build a more personalized experience

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Customers' go-to devices and processes for completing everyday tasks

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Potential areas of improvement for your experience

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Barriers and points of frustration during (and after) completing a specific task

Hear from our customers

Non-profit organization World Education Services (WES) works to match international students and professionals with education and employment opportunities in the US and Canada. Looking to enhance their digital customer journey for higher customer satisfaction and growth, while eliminating pain points, the non-profit tried UserTesting for the first time. Leveraging highlight reels, WES quickly made design changes that simplified the customer experience. And thanks to the impact of customer empathy, the organization has boosted both internal productivity and customer satisfaction simultaneously.

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.

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Competitive comparison

Learn how customers feel about competitors and where you need an edge

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App store feedback

App store feedback

With the help of human insight, ensure your app store listing resonates with your target customers

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Card sorting

Card sorting templates and resources

Better understand this qualitative research method and the benefits of contributors grouping content and labeling categories

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.

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For Marketing teams

Drive growth, optimize digital experiences, and more effectively manage brand reputation with critical insights from real customers. Get on-demand feedback on all your marketing campaigns and assets.

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For Product and Design teams

Collect feedback on any experience, analyze results, and share findings while saving time and reducing the cost of rework.

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For UX research teams

Conduct generative, formative, and evaluative research, or get quick insights from real users. Drive alignment across teams with human insight, backed by a proven framework for continuous testing and a shared understanding of customer needs.


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.