USERTESTING TECHNOLOGIES LIMITED

UserTesting - Remote Experience Testing Software and Services

Conduct moderated and unmoderated testing on concepts, websites, applications, prototypes, content, imagery and real-world experiences.

Recruit from our panel using demographic/screener questions or bring your own. Gather qualitative and quantitative feedback and gain user insights to improve digital services.

UserTesting also provides professional services for running end-to-end research for customers.

Features

• Remote moderated interviews. Calendar integration for scheduling and note-taking
• Remote unmoderated testing and survey capabilities. No plugin required.
• Record screen, face, voice and digital interactions (with transcripts)
• 120+ test templates for Discover, Design, Build, Iterate phases
• Mobile, desktop, app, prototype testing: validate/evaluate UX/CX decisions
• Card Sorting, Tree Testing, prioritisation matrix, System Usability Scale testing
• Automated reporting: AI insight summaries, sentiment analysis, data visualisations, metrics
• Gather think-out-loud feedback from our panel or your own
• Tag insights and create clips and highlight reels of insights
• Download insights or share into commonly used tools

Benefits

• Run fast, efficient, high-quality qualitative & quantitative research at scale
• Easily reach your target audience in just a few hours
• Ability to test with your own users/partners/employees without a plugin
• Access to feedback on any real-world or digital experience
• Embed feedback and insights in many more decisions
• Uncover key insights quickly (automated analysis and AI insight summaries)
• Catch usability problems early and avoid expensive rework/fixes later
• Create better hypotheses by understanding the “why” behind user behaviour
• Build a common understanding of your users throughout the organisation
• World-class training/support & research projects delivered by UX experts

£15,000 a user a year

• 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 14

Service ID

176297932092640

Contact

Steven Porthouse
07795 110 232
sporthouse@usertesting.com

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: Email or online ticketing
• Support response times: Basic Support:; Email support (24/5); ; Enhanced Support:; Email support (24/5); Live chat support (24/5); Phone support (24/5); ; Premier Support; Email support (24/5); Live chat support (24/5); Phone support (24/5); First response SLA (1 hour)
• 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, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: User must be logged-in to start a chat
• Web chat accessibility testing: N/A. UserTesting only offers regular chat support.
• Onsite support: No
• Support levels: 3 tiers of service: Basic / Enhanced /Premier.; ; Basic is provided free of charge.; Enhanced and Premier are based on a % of the total subscription cost; ; In addition to support (platform and technical), customers will have a dedicated account manager, 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

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.

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 take studies/tests/surveys that are designed for mobile devices on using their own personal mobile device (for e.g. testing unreleased apps, live apps, mobile websites and mobile prototypes)
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: UserTesting maintains close relationship with a broad and growing range of technology partners and product companies. The platform currently includes a range of pre-built, partner integrations.; ; Because we use OAuth 2.0, the industry standard for ecosystems, it takes less effort to design and maintain integrations, and provides a consistent auth flow to customers.; ; All API requests to UserTesting platform must be made over HTTPS. ; ; UserTesting APIs require:; Client Id and Secret (Partner Authentication); OAuth2 bearer token (UserTesting customer user Authorization); ; Using secure APIs on UserTesting’s developer portal requires an access token to successfully send requests. You’ll use these credentials for tasks like authorization.; ; Further information can be found here: https://developer.usertesting.com
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: UserTesting settings lets account administrators to customise their workspace, test templates, workflow management, integrations permissions and adding their own branding to certain test types.; ; Consulting services are also available for additional customisations, change management and running end-to-end research on customers' behalf.

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: Usage Summary of Session Units (Used/Available), Top Usage by Member/Workspace, Tests Launched.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Downloading available from within the platform, videos as MP4s, transcripts and tests as PDFs/CSVs.; ; Users can also share video / insights via an array of integrations including Trello, MS Teams, Slack, ContentSquare, Quantum Metric, FullyStory, Miro, FigJam, Jira, Jira Product Discovery, Canva, Qualtrics.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • MP4
  • PDF
  • CSV
  • URL
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • MP4
  • PDF

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: SLA's are defined on a per customer basis and are defined in the customer contracts.
• Approach to resilience: This information is available upon request.
• Outage reporting: A public dashboard can be found at: https://status.usertesting.com/

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: UserTesting supports enterprise authentication protocols (e.g., SAML and OIDC).
• Access restrictions in management interfaces and support channels: Role-based access controls, users accessing management interfaces within UserTesting must be on company-issued device and authenticated to our zero-trust network tool.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Coalfire
• ISO/IEC 27001 accreditation date: 20/11/2023
• What the ISO/IEC 27001 doesn’t cover: The organizational scope includes the Compliance Governance Council (CGC), Information Security, Information Technology, Engineering, Human Resources, and Legal teams affecting the IMS.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 21/05/2020
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Please find our self-assessment at the link provided: https://cloudsecurityalliance.org/star/registry/usertesting/services/usertesting-human-insight-platform
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • HIPAA
  • SOC 2 Type 2
  • ISO 27701

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: UserTesting's 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.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: All changes require a review and approval process tailored to each system, ensuring no alterations occur without proper oversight. Business owners must define and record these processes to achieve objectives such as prohibiting individuals from unilaterally requesting, implementing, and approving changes, mandating pre-production approval, and conducting comprehensive quality assurance through various testing methods. Additionally, there must be a capability to revert changes if issues arise, retain change management records for at least a year, and generate a historical list of modifications for any system spanning back a year.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: UserTesting'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: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: UserTesting'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: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: UserTesting'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​​.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Tackling economic inequality

  Tackling economic inequality

  At UserTesting, we have three branches of engaging with social good under UT CARES. ; ; We have a product for good, OneWorld, where nonprofits are supported in energizing their user research to turn their vision into a reality. ; ; Our monetary arm, Charitable Giving Committee, is made up a diverse group of employees that come together once a quarter and decide on a nonprofit to award a monetary grant.; ; We also have our UT CARES Volunteers, a grass-roots movement within the company to give back to the communities we serve. ; ; We also provide a company donation matching program, nonprofit speaker series, and quarterly volunteer day.

Pricing

• Price: £15,000 a user a year
• 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.

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.