ADT users UserTesting for qualitative research that informs big picture strategy decisions about our ecommerce experience. Ecommerce is a competitive marketplace, and it's a great advantage to have easy access to understanding the preferences, behaviors and expectations of authentic users in real time. These insights allow us to target the most intuitive, user-friendly online purchase experience for prospects. This can occur on both micro and macro levels, as we elicit targeted feedback on high fidelity prototypes or discovery research to inform entirely new concepts and purchase experiences.
Pros
Highlight reels - the ability to edit and string important interview clips together for sharing reports and presentations
Recruiting - the confidence that a research task will be completed in the shortest time possible
Templates - great scripts to start from when designing research tasks
Cons
Markup and analysis of interview transcriptions
Reliance on Microsoft Excel to provide analysis features not enabled in UserTesting
Smarter and wider search across all projects, sessions, and transcriptions
Customization of transcription view to show where notes or clips have already been created
Better quality transcription
Likelihood to Recommend
UserTesting is a good fit for discovery-stage and qualitative research when you want to understand user motivations and present analysis using evidence from in-person research sessions. It's also good for getting quick feedback on an as-needed basis for smaller decisions. UserTesting is not suited for quantitative applications, where sites like Qualtrics are a better fit.
We use [UserTesting] across multiple product teams as part of our product development prototype. We use it primarily for usability testing, though we often mix in some interview style questions into out tests. It is used as part of an iterative product development process - so we typically run tests on 3-5 users at a time, iterate, and then test again. We love how fast it is to get feedback!
Pros
Participant recruitment
Ease of use for both participants and researchers
Customer service
Cons
I found Figma prototypes and user testing don't always work well together
Some users go on and on and on - without adding value that warrants the additional talking - would be great if tests could have time limits (beyond the 5 minute test). I have some tests that should take no more than 10 minutes and some people find a way to talk for 25!
Transcripts would be fantastic! And a way to export notes.
Likelihood to Recommend
[UserTesting is] really great for usability testing when you have a somewhat functional prototype but I find it less useful when I have what are essentially just detailed sketches. When I have open unanswered questions about what I am building I always throw them in as its an easy way to gather a lot of opinions quickly.
