We've been using UserTesting to close the gaps in our understanding of customer behavior - this has been done through usability tests, card sorting, surveys, preference testing, and gathering insights using some of the UserTesting templates. It's always easy to set up a test, and the participant feedback has been excellent. The ability to summarize with AI and create highlight reels has been helpful in sharing our findings with stakeholders and leadership. This year we are looking to expand the scope of what we use UserTesting for beyond digital products and incorporate user research into more areas of our company, which also allow us to stretch ourselves creatively with how we test. Very exciting stuff and thankful to have a solid foundation with UserTesting's tools.
Pros
Generates insights based on user feedback
Flexible templates
Ability to customize audience to zero in on relevant users
Cons
Would like to ability to generate keyword clouds
Highlight reels are time consuming to create
AI summaries don't always pull relevant feedback
Likelihood to Recommend
UserTesting is well suited for testing ideas and validating designs - through preference testing we've been able to determine which designs meet customer needs and can be put through development, without wasting time and resources on designs that will fail. We've also used UserTesting card sorting feature to help refine hierarchy for new pages, allowing us to see exactly what customers prioritize when making decisions.
At my company, we create prototypes for usability testing. These prototypes might be for our website or internal digital applications. We want to ensure the design is easy to use and intuitive before we put it into production. UserTesting is where we confirm this. We have used monitored and unmonitored testing but mainly use the unmonitored.
Pros
Unmonitored tests being broken down into steps
Screener questions
Templates to be able to quickly create similar tests
Cons
Highlight reels
More types of questions for unmonitored test (add stack ranking question type)
Providing user averages for data questions (ranking scale)
Likelihood to Recommend
UserTesting has been great for usability testing and getting feedback on a prototype/design before putting it into production. It is very helpful to watch how people interact with your design without any bias. When watching the videos, I can easily make comments about the user and my observations for me to go back too.
UserTesting is used by our Digital Team to influence decisions across the organization - specifically within Marketing, Sales, and Customer Service. UserTesting is used to get feedback on the value of potential digital projects, identify the best solution to customer problems, competitive research, and to improve the usability of public-facing websites and customer-facing portals.
Pros
Creating tests
Sharing insights
Scaling research through templates
Cons
Organizing tests
Robust review process (e.g., legal review, product manager review)
Variety of question types
Ability to use for survey / quantitative research
Likelihood to Recommend
UserTesting is well suited for
Getting user feedback on a concept / topic when the intended users are a generic, easy-to-come by persona (e.g., homeowners)
Usability testing
Preference testing
Customer journey mapping / user requirements gathering
UserTesting is less appropriate / not as well-suited for:
Recruiting very specific types of people or conducting testing where background knowledge is key (e.g., architects, surgeons, etc.)
Conducting tests where more than 10 people are needed to reach significance (e.g., information architecture, surveys, etc.)
Tests with login credentials or checkout processes where each participant will need an (you can do these, but they can be cumbersome)
VU
Verified User
Team Lead in Information Technology (Building Materials company, 10,001+ employees)
