Usabilla was a web and app survey tool, developed by the Amsterdam company of the same name, and acquired by SurveyMonkey in March of 2019. The product is no longer available.
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UserTesting
Score 8.0 out of 10
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UserTesting helps UX researchers, designers, product teams, and marketers gather actionable insights through research, testing, and feedback. With a network of real people ready to share their perspectives, UserTesting enables organizations to make customer-first decisions at scale.
If we could select 0/10 we would... We would not recommend anyone using this product as it excludes a very important user group, disabled users. If you use this product you will be failing ADA and WCAG 2.1 (EU Directive for public sector websites and mobile apps). In my opinion, you will be vulnerable to lawsuits.
When working with general market customers. For example, a person between the ages of 30 and 60 who has a checking account and a mortgage with their primary bank, as long as they don't get too specific about a particular bank.
It doesn't gather users from all user groups, it's exclusive to non-disabled users - users with disabilities using assistive technology are not able to access or use the platform
There are extensive colour contrast issues with the platform, making it difficult to use by users with low vision
Usabilla is not accessible to keyboard users (as well as users on other assistive technology) - when the modal is expanded, the background is still focusable
The touch target sizes of the links and buttons are not accessible - it's very difficult to close out of the modal when on mobile, or if a user had a mobility disability and was using a mouse
I'm actually trying to get a license for my current job at my current company (recently moved to a new company). I gave it this rating because I am about to go to our executive to ask that we purchase it! I know that there will be value because we are forecasting a high volume of research next year
The interface to configure the questionary is quite easy to use. It helps to give autonomy to marketing teams. Once the initial setup is made (integrating a basic javascript code on your website), you can easily deploy any questionary on any page of your website. Usabilla is a very flexible tool overall.
It can be difficult to organize our tests and go back and find information. I think the AI tools are helping and will help with this, but for now it is time consuming to sort through all of the tests and information and then synthesize it and share it with others. It just takes a lot of time.
I haven't contacted support yet to solve a particular issue. I do have an account manager at Usabilla that I talk to in order to introduce the software to my team but this is just to run over the basic functionality in a live demo setting. The ability to talk to a real person over video call is a benefit though.
I've used the "power hour," as I think it's called. This really helped me gain a greater understanding of my specific needs and wants from the platform. This excellent service points to the excellent relationship UserTesting provides its clients. I would recommend this service to any of my colleagues.
From a technical perspective, the implementation was extremely smooth. Most of the change management / implementation hurdles were clearing use of the tool through our various security, legal, and information privacy teams. Once these concerns were addressed (UserTesting.com was very helpful in providing all the needed documentation), the implementation process was very simple and we were able to get going right away.
I have Hotjar, Sprig, and Usabilla in my workplace. Usabilla unfortunately has the most limited feature set of the 3 options. The difficulty of administering a Usabilla survey on mobile is a big blocker for my projects. Sprig and Hotjar both allow mobile and allow video recordings (either of a user's screen or a user's webcam for impromptu interviews).
UserTesting is probably the most polished with the largest tester pool, fastest turnaround, and great tools for both moderated and unmoderated tests. Userlytics is a solid alternative, especially for the budget-conscious. It supports usability testing on lots of devices, and you can do both moderated and unmoderated sessions. The UI isn’t as seamless as UserTesting’s, but it gets the job done and it's pretty flexible in terms of study setup and participant targeting. Trymata is the most basic, but it’s relatively straightforward and affordable. You still get session recordings and written responses, but lacks dashboard polish or advanced features. It’s great for smaller teams or one-off tests.
The positive impact of Usabilla has been being able to measure and respond quickly to our customers' feedback so that we can resolve issues quicker or make enhancements faster.
We have also been able to manage and track our NPS scores and correlate these scores to our overall business performance to make sure that our customers' views of our products and processes and in line with our internal understanding and success of the business.
Additionally, the Usabilla team has been willing to provide us with training and ideas on how to use the tool better which has helped our team think more strategically and be more connected to the experiences our customers are having on our web properties.
We can build tests and gather the insights from those tests to validate our products at a breakneck pace.
By quickly validating our assumptions, we can adjust or refine our designs to ensure the final results are more user-focused.
Recently, by testing and comparing two different flows for a form, we were able to create the right solution that gave us better leads compared to the former form. This results in better leads, better data about the user, and better support at the end for this user.
