USERTESTING TECHNOLOGIES LIMITED

UserZoom - Remote Experience Testing Software and Services

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

£41,500 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 14

Service ID

852963536789558

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: 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: 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

Onboarding and offboarding

• Getting started: Choices of paid 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* Hands-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: 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: WCAG 2.1 AA or 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: 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
  • 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)
  • 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:
  • 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: 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: 21/07/2021
• 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:
  • SOC 2 Type 2
  • HIPAA
  • ISO 27701

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.

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: 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: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / 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: 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'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

  Note - UserZoom is now part of UserTesting. ; ; At UserTesting, we have three branches of how we engage 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 to. And we also have our UT CARES Volunteers, which is a grass led movement within the company to give back to the communities we are located in. We also provide a company donation matching program, nonprofit speaker series, and a quarterly volunteer day.

Pricing

• Price: £41,500 a licence 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.