Create digital journeys that perform

Digital experience testing is the process of evaluating how people interact with your website, app, portal, or other digital touchpoints so you can understand where the experience works well and where it creates confusion, hesitation, or friction.
UserTesting helps digital teams see and hear what customers experience as they move through key journeys, giving teams the customer perspective they need to improve conversion, completion, and the overall experience.

Improving the digital experience starts with understanding what customers are trying to do, where they get stuck, and what helps them move forward with confidence. UserTesting helps digital teams uncover the why behind what their analytics are telling them, so they can make better decisions about what to fix and improve.
UserTesting can help teams:

• Identify where customers drop off, hesitate, or abandon a journey
• Catch issues in concepts, prototypes, live flows, and AI-powered touchpoints before they go live
• Improve web, mobile, portal, and in-app experiences with real customer feedback
• Align stakeholders around customer evidence so teams can prioritize what matters most

For industry-specific guidance, see how UserTesting supports digital commerce and retail teams on the retail solutions page. 

Reducing cart abandonment and improving conversion starts with understanding why customers do not move forward. Analytics can show where people leave, but customer feedback helps explain what caused hesitation, confusion, doubt, or lack of confidence.
UserTesting helps teams uncover hidden friction across key digital journeys by combining real customer feedback with behavioral insight. That helps teams identify issues like unclear messaging, confusing navigation, form friction, trust concerns, poor mobile experiences, or AI-powered moments that do not meet customer expectations.

UserTesting helps teams test the moments that have the greatest impact on conversion, completion, and customer experience. Those moments may happen before, during, or after a key digital action, depending on the journey.
The most valuable areas to test often include:

• Landing pages and entry points to understand first impressions and clarity
• Navigation and search so customers can find what they need faster
• Messaging, content, and calls to action to see whether they build confidence
• Forms, onboarding, checkout, registration, or account flows to identify friction or abandonment risks
• Mobile, web, portal, and in-app experiences to make sure the journey works across touchpoints
• AI-powered touchpoints, personalization, or self-service experiences to see whether they help customers move forward

Benchmarking your digital experience helps teams understand how their websites, apps, journeys, or touchpoints compare to competitors and customer expectations. UserTesting helps teams gather real customer feedback across competitive experiences, so they can see where they stand, identify gaps, and prioritize improvements.
With tools like QXscore, teams can measure the quality of digital experiences over time, compare performance against competitors or industry standards, and track whether changes are improving the customer experience.