USERTESTING TECHNOLOGIES LIMITED

UserZoom

UserZoom is an all-in-one UX 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

£31,500 a licence 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 13

Service ID

440557374537913

Contact

Steven Porthouse
07795 110 232
sporthouse@usertesting.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Video Session replay is limited to Chrome and Firefox, ; Mobile tests are limited to iOS and Android
• System requirements:
  • Browser plug-in download required on desktop for Video Session Replay
  • Java Script code required to run live intercept surveys
  • Mobile app download required for Video Session Replay on Mobile

User support

• Email or online ticketing support: Email or online ticketing
• 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: Web chat
• 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 using the following URL: https://support.userzoom.com/index.php?/Knowledgebase/List
• Web chat accessibility testing: N/A. UserZoom only offers regular chat support.
• Onsite support: Onsite support
• Support levels: Service desk; Email; Phone; Live chat; Onsite; ; We provide an account manager, research partner and technical support.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Each user will have access to the UserZoom Academy. This includes over 30 on-demand videos designed to help our customers master the platform and develop research skills. It also includes live instructor-led classes as well as quick start videos to rapidly learn specific methods aimed at supporting designers, product owners, copywriters, researchers, marketers, UX and content specialists. ; ; As well as the Academy there is a range of paid-for enablement options designed to support each level of maturity. These can include consultations with UserZoom experts through to change management programs to help teams manage research democratisation, build templates and processes, measurement and benchmarking and maturity mapping.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The Self-Service Solution includes a feature that allows users to download Customer Content and Study Content at any time during the Term. UserZoom will retain Customer Content and Study Content for 90 days after termination (the “Retention Period”) and, upon Customer’s written request during this Retention Period, will deliver Customer Content and Study Content to Customer.
• 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 to perform studies/surveys with a greater user experience rather than the regular website.
• Service interface: No
• User support accessibility: None or don’t know
• 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: The Provider guarantees system availability for the components under its operational responsibility. The guaranteed system availability is 99.5% / year. The guaranteed availability refers to the production environment only.

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: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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: No
• 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 CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: The Analytics (results) page includes an option that allows users several exporting options, including excel or word
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Word
  • Powerpoint
  • Spss
• Data import formats: Other
• Other data import formats: Not applicable

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)

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:
  • 2-factor authentication
  • 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:
  • 2-factor authentication
  • 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 21/10/2018 and 11/11/2016
• What the ISO/IEC 27001 doesn’t cover: ISO27001 certificate is only issued for our data centre (Rackspace and Amazon Web Services)
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 21/07/2021
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: None.
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • SOC2 Type II
  • TrustArc Privacy certification
  • COPPA certification by Privo

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: This is the table of contents of the UserZoom Information Security Policy:; ; Preamble; Purpose ; Information Obsolescence ; UserZoom information security ; Information Classification ; Password Policies and Requirements; Employee Policies, Access Control and Data Management; Change Management; Compliance; Data Segregation; Security Incident Response and Risk Management; Risk Assessment methodology; Incident Handling; Data Leak/Loss; Notification / Response; Data Protection Officer (DPO); Q&A (Quality Assurance); Background / Configuration Control; Code Reviews; Automated Testing; Deployment Scheduling / Preproduction UsageTicketing; Baseline Configuration (Hardening) ; Change Request Procedures; Configuration Scheduling; Configuration changes first steps; Application Changes; Change Notification / Follow up; Compliance

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 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: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability information is obtained from third-party services and systems are examined for known; vulnerabilities and recommend actions. ; The scheduling plan deals with critical security and functionality patches. This plan helps Userzoom deal with the prioritisation and scheduling of updates, by their nature, must be deployed in a more immediate fashion. They are applied almost immediately depending on severity following the full change management. Once a patch has been determined valid, it is typically placed in a test environment. The test environment mirrors production as closely as possible.; All critical security patches are installed within 30 days of vendor release
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: As a key part of the configuration and change management, UserZoom performs internal audits and vulnerability assessments every 30 days. If any kind of vulnerability that may affect UserZoom systems is detected, it gets patched following the internal procedure. Once the patch has been applied and the issue has been remediated, additional scans are performed immediately. UserZoom maintains a log of all patches applied to systems
• 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: Userzoom has a complete incident management policy available upon request. It contains details around incident reporting categorisation and handling. It also addresses the procedure to deal with a potential data breach and defines the steps to take both from a technical and compliance perspective.

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

• Covid-19 recovery:

  Covid-19 recovery

  UserZoom has a COVID committee which regularly reviews ongoing changes and ensures the business has the right measures in place to best support our employees.
• Tackling economic inequality:

  Tackling economic inequality

  Currently under review
• Equal opportunity:

  Equal opportunity

  UserZoom is an equal opportunity employer. We do not unlawfully discriminate in employment opportunities or practices on the basis of gender, race, colour, religion, age, citizenship, sexual orientation, gender identity, gender expression, marital status, pregnancy, national origin, ancestry, physical or mental disability or condition, or any other protected class under applicable federal, state, or local laws. We also prohibit unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or; is perceived as having any of those characteristics.
• Wellbeing:

  Wellbeing

  We are People First and it is our goal to be a world-class place to work. We know that to feel great, perform at our best and achieve success, we must first take care of ourselves. We are committed to improving the health and wellbeing of our people and we aim to make this accessible to everyone globally through the UZ Be program. ; ; Wellbeing is a journey where we make choices towards a healthy and happy state of being. It doesn’t matter where we start on our wellbeing journey, it’s more important that we are headed in the right direction. The UZ Be Cycle is our holistic approach and focuses on four pillars that represent positive actions to support us on this journey. The four pillars are move, connect, nourish and thrive. ; ; We gain insights from the UserZoom by proactively seeking feedback on wellbeing events and initiatives.

Pricing

• Price: £31,500 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We offer a time-limited period focused on orientating the platform with UserZooms support. This is focused on establishing the value of UserZoom and the partnership potential of working together,

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.