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Powerful tool to gain quick customer insights
What do you like best about the product?
UserTesting allows me to source participants quickly and easily to provide input on my research questions. The platform is flexible and I can run unmoderated or moderated benchmarking sessions, prototype reviews, and exploratory interviews. The ability to ask survey-type questions and view aggregated session metrics has allowed me to speed up research and identify potential issues more quickly. The ability to easily create highlight reels is invaluable.
They are often improving and expanding the platform which I appreciate. I have been using UserTesting for more than a decade and am excited to see what they have in store for the future.
They are often improving and expanding the platform which I appreciate. I have been using UserTesting for more than a decade and am excited to see what they have in store for the future.
What do you dislike about the product?
Site performance seems to be suffering a little in the recent past.
Back end file organization is a bit counter-intuitive and the ability to delete is a little maddening (e.g., or faulty studies, participant sessions that are poor quality). I don't always want to request a replacement so the tester doesn't get penalized if they are having tech issues, etc. but I sure would like to be able to delete those sessions.
Quality of testers could use improvement—but UserTesting is willing to replace sessions if you have a genuine issue with someone who has not self-selected well, doesn't follow directions, or seems to be racing through a session. They do allow you to rate testers as well which should help address these issues but every study I find at least ~15% of the participants have not self-selected well which means I'm adding more sessions to review by requesting replacements.
I've occasionally encountered and reported bugs that have stopped studies from filling (be careful using "Create Similar Test"—it's better to save your study is a template and start fresh creating a new study).
Back end file organization is a bit counter-intuitive and the ability to delete is a little maddening (e.g., or faulty studies, participant sessions that are poor quality). I don't always want to request a replacement so the tester doesn't get penalized if they are having tech issues, etc. but I sure would like to be able to delete those sessions.
Quality of testers could use improvement—but UserTesting is willing to replace sessions if you have a genuine issue with someone who has not self-selected well, doesn't follow directions, or seems to be racing through a session. They do allow you to rate testers as well which should help address these issues but every study I find at least ~15% of the participants have not self-selected well which means I'm adding more sessions to review by requesting replacements.
I've occasionally encountered and reported bugs that have stopped studies from filling (be careful using "Create Similar Test"—it's better to save your study is a template and start fresh creating a new study).
What problems is the product solving and how is that benefiting you?
UserTesting allows me to get more research done and it gives me an outlet when I can't do recruiting with our customers. Sourcing, screening, and scheduling participants can be super time consuming and you can't beat the convenience of the UserTesting pool of participants. I love that I can schedule research to run, weave in some metrics to get a quick glance into the sessions, and watch and analyze the sessions in my own time. It's also help us create empathy among our team because they can hear from our customers and watch them interacting with our product or website firsthand when I share clips and highlight reels.
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The panel pays for itself, but lacks analysis tools in the software
What do you like best about the product?
The UserTesting panel has been invaluable for doing research with more agility. I don't have to pay for additional users, and this is huge for me. I also like how quick studies can fill when I have launched a study. I can really speed the time to results because of this tool. The new tool to screen out participants from past sessions has been great. The UI is generally easy enough to use and you don't have to be an expert or be fully trained in order for you to use this software.
What do you dislike about the product?
When you have multiple seats on your account, it does make it challenging to collaborate on studies. You can't execute a study on multiple accounts. The account that sets up a study has to execute the study sessions, which is hard for bigger or more collaborative teams who may want to switch off. Their UI is a little clunky and sometimes I miss some of the recruit criteria because it doesn't walk you through the entire process, there are a lot of manual toggles to select that I often forget. I can't unlaunch or change a study once I've launched it, and this has caused me to have to reach out to customer service right after launching a study because I forgot to check a particular country or market for recruit. I also wish the software had some more analytics tools within it, like UserZoom has. Fundamentally, UXRs may use them similarly, but UserZoom helps you do analysis and UserTesting is more of a panel and a conduit for doing the research, it doesn't help you really analyze the data and build out reports. I also wish some of the other markets for testing were built out more, as they are markets we do research in, regardless.
What problems is the product solving and how is that benefiting you?
Lean UX research - we are doing more research faster, speeding time to results and key decision-making. It's also helping us control costs while still doing research that we need to do.
Recommendations to others considering the product:
While the upfront cost for UserTesting is a little higher than other usability testing platforms, the panel is invaluable and really helps you do research without more costs, because you can get insights quick without paying additional dollars.
User Testing is the way to go but how do I convince my stakeholders to budget for it?
What do you like best about the product?
User testing allows you to narrow down the user group you'd like and ask them specific questions. You can easily filter and target the specific users you need. Additionally you can write notes as you watch the video and capture important insight with a time stamp. You can share the videos with anyone in the team and analyze results at your own pace. I also really like all the resources user testing provides to help use their tool to your advantage. At AE I used it to test competitor tools focusing on specific features. At HM I used it specifically ask 65+ year old users to complete tasks when normally I wouldn't get access to such users.
What do you dislike about the product?
In my current company, where I am designing enterprise software, it is difficult to advocate to using this platform because the types of users are experts in specific domains and I am not sure if the tests can be more high level, rather than context specific. I am wondering how can usertesting.com be used for B2B services? I guess one thing I remember not liking as much was how daunting it can be to watch a video after a video. I wish that there was a preliminary and systematic way to assess if a task has failed and at what time in the video was it considered a fail. Perhaps this exists but I am not familiar with the feature.
What problems is the product solving and how is that benefiting you?
User testing allows me access to users I wouldn't always have. Instead of having to host user interviews or in person usability tests - user testing allows me the convenience of observing users and testing them at my own time, pace and remotely. I don't need to worry about the hassle of recruiting or even rewarding. The participants want to give feedback and participate and I am able to access as many as I need.
UserTesting benefits and use!
What do you like best about the product?
With UserTesting I love how fast I can reach our real customers to gather insights and ideas around our designs and strategies!
What do you dislike about the product?
I only wish that I could run studies that included more than 15 participants at a time. I love the insights UserTesting provides in both visuals and videos but I would love to increase the participant count.
What problems is the product solving and how is that benefiting you?
We utilize UserTesting to test prototypes, flows, and even gather market insights. This has greatly helped us steer our projects in the right direction, and ensure we are focusing on the correct projects.
UserTesting has allowed us to track our products and assign both quantative scores to our products but also measure emotional scores given by our Guests.
UserTesting has allowed us to track our products and assign both quantative scores to our products but also measure emotional scores given by our Guests.
Recommendations to others considering the product:
I can't recommend UserTesting enough, request a demo and try launching a study to get a feel for how fast and powerful UserTeting can be! Personally, I think you need to experience UserTesting first hand to really appreciate how powerful the tool can be. Additonally, I would reach out to other UserTesting customers and hear from them first hand, that is what we did before signing on with UserTesting and everyone we talked to had nothing but positive things to say about UserTesting!
Lastly, I think there is a big benefit from attending UserTesting's conference called "HIworld". This gives you the chance to interact with real customers and explore some of the booths of UserTesting partners!
Lastly, I think there is a big benefit from attending UserTesting's conference called "HIworld". This gives you the chance to interact with real customers and explore some of the booths of UserTesting partners!
Great Platform for Remote Usability testing
What do you like best about the product?
It has an extremely quick turnaround time when it comes to recruiting participants for Live Conversations. Their customer service is excellent as well. Always on hand to respond to any issues, questions or concerns that you might have.
What do you dislike about the product?
Its screener creation tool does not currently support logic. e.g. If XX then YY.... much needed feature. That specific aspect (screener) is also really slow regardless of your PC/browser combo. Dont think the platform is built yet for large scale quantitative studies as well so would use the platform for methods with a smaller "n"
What problems is the product solving and how is that benefiting you?
Primarily using it to conduct usability studies week in week out.
Definitely worth trying if you've never used it before
What do you like best about the product?
UserTesting is definitely worth trying if you've never used it before. I use it at my current company and I've used it at prior companies also. I've even considered using it for personal side projects. It's great to get quick feedback, whether moderated or unmoderated. 'Quick' could be in the same day.
What do you dislike about the product?
I feel like I've come across some instances of professional testers who may be to some extent telling you what they think you want to hear, rather than voicing their most natural opinions and reactions.
What problems is the product solving and how is that benefiting you?
It's great for unmoderated usability studies of prototypes. I'm sure it's good for many other things as well but that's what stands out to me.
UserTesting helps provide fast validation of our ideas
What do you like best about the product?
The ability to reach audience fast really helps us to understand if our ideas are worthwhile and design solutions that meet real user needs.
What do you dislike about the product?
The quality of qualitative feedback isn't always high. If a user is asked to explore a website and provide, they often seem to take very basic steps. Often it feels like users have qualified in but don't actually meet the requirements you've asked for.
What problems is the product solving and how is that benefiting you?
Getting user feedback on product designs.
A must have for customer service industries!
What do you like best about the product?
UserTesting offers great feedback for the usability of our platforms.
What do you dislike about the product?
The feedback at times can be very hit or miss but overall not bad
What problems is the product solving and how is that benefiting you?
We are looking primarily to gain knowledge in the usability of our products to ship more complete packages
Recommendations to others considering the product:
Use it, it's a great product
The most necessary tool
What do you like best about the product?
The ability to reach a lot of people and testers without the headache of recruiting and scheduling.
What do you dislike about the product?
When people do not answer the screener questions correctly.
What problems is the product solving and how is that benefiting you?
quicker and faster testing with real people. the turn around time is amazing.
1 year review
What do you like best about the product?
Being able to set up a test and view later.
What do you dislike about the product?
Having to manually transfer tests to a new account and not being able to upload the metrics.
What problems is the product solving and how is that benefiting you?
Getting insights to users.
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