USERTESTING TECHNOLOGIES LIMITED

UserZoom

UserZoom is an all-in-one user experience Insights Solution that includes platform, recruitment and professional services. It is used to provide in-depth quantitative and qualitative insights to understand, measure and improve digital experiences. We help product managers, researchers, marketers and UX designers scale their capabilities to rapidly improve digital experiences.

Features

• Cloud based solution - Remote access
• Remote moderated requiring no browser extension
• Remote unmoderated testing capabilites
• Intercept survey on web/app
• Video Session Replay
• Think-out-loud feedback with transcriptions
• Heatmaps, Clickstreams, Card sorting, Tree Testing, Surveys
• Data Export Function into Microsoft Office Suite & SPSS
• Real time reporting
• Automated dashboards

Benefits

• Test UX & CX across desktop, mobile/tablet (iOS & Android)
• Combine Qualitative & Quantitative Data
• Statistically significant data
• Test without geographical restrictions
• Participant sourcing services
• Professional Services / research projects delivered by UX experts
• Obtain core Usability Metrics: Effectiveness, Efficiency, Satisfaction
• Remote Moderated and Unmoderated testing
• Research support, advice and training
• All-in-one Research Solution with multiple methods

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sporthouse@usertesting.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

679575976708061

Contact

Steven Porthouse
07795 110 232
sporthouse@usertesting.com

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Minimum technical requirements: At least 1GB of RAM with at least 0.5 GB available for applications. An Internet connection is required to access the platform. Browsers supported: Chrome, Firefox, Safari (current version only), Edge
• System requirements:
  • Modern browser with TLS 1.2 encryption.
  • JavaScript enabled: Necessary for platform functionality.

User support

• Email or online ticketing support: Yes
• Support response times: Priority Critical /Emergency <15 minutes ; High <30 minutes; Medium< 1hour; Low<2 Hours; ; Responses (unless highly critical) will only be answered during weekdays
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: WCAG 2.1 Level AA however, we do conform to most WCAG 2.2 Level AA standards
• Web chat accessibility testing: WCAG 2.1 Level AA however, we do conform to most WCAG 2.2 Level AA standards
• Onsite support: No
• Support levels: There are three tiers of service: Basic / Enhanced /Premier. Basic is provided free of charge. Enhanced and Premier are based on a percentage of the total subscription cost. In addition to support (platform and technical), customers will have a dedicated Customer Success Manager and solutions consultant (technical and subject matter expert). We can also provide Research Consultants and Customer Success Managers, depending on a customer's level of investment.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Choice of paid-for and free services; *Account Configuration* Our consultants guide account administrators to set up your account, workspaces, and reusable templates aligned to your needs. *Team enablement* Hand-on, personalised enablement with a consultant so teams develop skills and familiarity in finding customer insights and what the platform can do / how to use the platform. *UserTesting Jump Start* Instructor-led and on-demand training courses and resources for individuals to get started on the UserTesting platform, develop best practices, and build skills with confidence. *UserTesting University* Access 100+ on-demand courses, live trainings, and comprehensive Knowledge base content to provide a deeper dive into platform features and methodologies. Gain UserTesting accredited certifications. *UserTesting CommUnity* Ask questions, share ideas and best practices, learn alongside others, and earn certifications in the UserTesting CommUnity - a network of other UserTesting peers *Post-onboarding support* 3 tiers of support: Basic / Enhanced /Premier. Basic is provided free of charge. Enhance and Premier are based on a % of the total subscription cost. In addition to support (platform and technical), customers will have a dedicated Customer Success Manager, a solutions consultant who is a technical and subject matter expert (subject to level of investment)
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customers need to download their data before their subscriptions ends
• End-of-contract process: Users will choose to terminate the contract or renew for another annual period.
• Documentation accessibility standard: WCAG 2.2 AAA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile app lets study participants to perform studies/surveys with a greater user experience rather than the regular website.
• Service interface: No
• User support accessibility: EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: UserZoom manager portal lets account administrators to fully customise their study settings. Also colours, logos, style designs can be changed. Professional services are also available for additional customisations.

Scaling

• Independence of resources: UserTesting leverages the AWS public cloud infrastructure. Our cloud SaaS based product is designed to automatically scale to meet user demands.

Analytics

• Service usage metrics: Yes
• Metrics types: > Number of studies launched in UserZoom; > Number of support tickets raised and resolved; > Number of participants tested with within a year
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: UserZoom allows several export options to share and analyze research data. You can export survey results, task metrics, and participant-level data into Excel or CSV. Video recordings and session data can be downloaded or shared via links. QXscore data, combining behavioural and attitudinal metrics, is exportable for benchmarking and tracking over time. Reports can be customised and exported as PDFs to support stakeholder communication.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Word
  • SPSS
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Guaranteed system availability is 99.95% / year.; Full refunds apply for breach of SLA.
• Approach to resilience: This is available on request
• Outage reporting: Email alerts, CSM phone calls

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to the Userzoom Platform is performed using username/password credentials. Multi-Factor Authentication (MFA) is available for its configuration (and enforcement by administrators) for any user in the Platform. In addition, Single Sign-On access is also available through SAML 2.0 and other major standards.; Access to Userzoom accounts can be restricted to be only possible from certain IP addresses.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: SSAE 16 (SOC2 Type II)
• Information security policies and processes: Our information security policies and processes are designed to protect the confidentiality, integrity, and availability of information, aligning with industry best practices and regulatory requirements. The foundation of our approach is detailed across several key policy documents, including: Document Retention Policy Disaster Recovery Plan Vendor Management Policy Business Resilience Policy Vulnerability Management Policy Acceptable Use Policy Incident Response Policy Risk Management Policy Information Security Policy Our reporting structure includes the Chief Information Security Officer (CISO), who oversees the implementation of these policies, and the Compliance Governance Council, which approves policy changes and monitors compliance. Policies are reviewed annually or as necessary to adapt to evolving security landscapes and regulatory requirements. This comprehensive approach ensures not only compliance with legal and regulatory obligations but also fosters a culture of security awareness and continuous improvement throughout the organization.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: All changes that are to be performed in the Production Environment can only be executed by Senior Management. All code changes are reviewed by at least 2 engineers and one of the VPs of Engineering before being pushed to Production. The Security Team is directly involved in the development lifecycle and collaborates daily with the R&D Team to ensure that all new developments are in line with industry best practices and Userzoom's internal policies.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: UserZoom's vulnerability management process involves regular scans and risk assessments to identify threats to our services. We prioritize patch deployment based on threat severity, aiming to address critical vulnerabilities swiftly. Our information on potential threats comes from reputable sources, including security advisories and threat feeds. Critical vulnerabilities (9.0 - 10.0): 7 days High severity vulnerabilities (7.0 - 8.9): 30 days Medium severity vulnerabilities (4.0 - 6.9): 90 days Low severity vulnerabilities (0.1 - 3.9): 180 days
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: UserZoom's incident response process starts with the identification of potential compromises through 24/7 continuous monitoring and anomaly detection. Upon detecting a potential compromise, our incident response team swiftly isolates the affected systems, assesses the impact, and implements remediation actions to mitigate the threat. This rapid and systematic approach ensures minimal impact and strengthens our resilience against future threats​​.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: UserZoom's incident management processes include predefined protocols for common events, ensuring rapid and effective responses. Users report incidents via email, or an internal ticketing system, allowing for immediate escalation and investigation. Incident reports, detailing the nature of the incident, impact assessment, and remediation actions, are generated and disseminated to stakeholders. This structured approach enables us to efficiently manage and mitigate incidents, maintaining the integrity and security of our systems​​.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We offer time-boxed and managed trials on a case-by-case basis.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 2.5%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 7.5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Coalfire
• ISO/IEC 27001 accreditation date: Tuesday 29 October 2024
• What the ISO/IEC 27001 doesn’t cover: The certificate scope comprises the Information Security Management System (ISMS) and Privacy Information Management System; (PIMS), which combined is the Integrated Management System (IMS) supporting the operations underlying the UserTesting Human; Insight Platform and UserZoom Manager. The organizational scope includes the Compliance Governance Council (CGC),; Information Security, Information Technology, Engineering, Human Resources, and Legal teams affecting the IMS. These activities; are governed by the implemented controls in accordance with the organizational Statement of Applicability which further extends to; the PII Controller and PII Processor controls defined within ISO/IEC 27701:2019.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: Yes
• CSA STAR accreditation date: Wednesday 9 July 2025
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Please refer to https://cloudsecurityalliance.org/star/registry/usertesting/services/usertesting-human-insight-platform/
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type II
  • ISO 27001
  • ISO 27701
  • HIPAA

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sporthouse@usertesting.com. Tell them what format you need. It will help if you say what assistive technology you use.