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Hello! I am the UX Researcher for Journeys, and we are in the process of building a loyalty customer panel. I wanted to reach out to see if anyone had advice on building a loyalty customer panel (or any customer panel) and how they conducted a competitive analysis of other companies’ customer panels. Thanks in advance!

1982

13 days ago

Rachel BlackburnCommunity Manager

Mike's Tips

Mike's Tuesday Tips: UserTesting Click Testing Tutorial: Boost Website & App Usability

Check out Mike's video: UserTesting Click Testing Tutorial: Boost Website & App UsabilityWatch hereNow you: What kinds of tests do you run to boost usability? What methods or questions help you the most?

6 hours ago

Brian ThompsonCommunity Manager

Customer Stories

The Stars Group + UserTesting

Learn how the Stars Group uses insights from customers to build enjoyable gaming experiences.The Stars Group has always been focused on putting their customers first to create great gaming experiences. They intuitively knew that a customer-centric focus would create an environment for value creation and sustainable business growth.However, in order to grow their business they also needed to expand their geographic reach and acquire new customers. At the same time, they needed to improve their efficiency to avoid wasted dollars on investments that wouldn't deliver a significant return. To accomplish these goals, the team first needed to identify and prioritize ways to improve the touchpoints and experiences across their customers' gaming journey. That's when they turned to UserTesting. Read now and tell us your thoughts below.

1 day ago

Rachel BlackburnCommunity Manager

Tales From The Live Classes

Tales from the Live Classes with Learning Consultant Rachel!

Hello! Welcome to our segment, Tales from the Live Classes with your Learning Consultant, Rachel (me!)Each week, I will share some cool factoid from a live class around the UserTesting or UserZoom Platform, UX research, or just something awesome that someone said in class that I think the broader CommUnity might find interesting! This week's fun factoid: One of our last classes, we got into a discussion about how research questions cannot predict the future. It’s true!If you have a research question such as, “Will this new feature increase adoption by 10%?” Unfortunately, there’s no way to test such a thing. Unless you could recruit your testers from the future. (Now THAT would be a cool test!)But, instead, you can ask something that testers can pinpoint for you right now - such as, “When we put this feature in front of users, how many users out of 100 will use it to accomplish meeting their need?” That is testability. The more you know...NOW YOU: How many research questions do you pu

5 days ago

Brian ThompsonCommunity Manager

Insights Unlocked Podcast

Why trust drives great customer experiences with Mark Slatin

Discover why trust is the foundation of great customer experiences with expert insights from Mark Slatin on building loyalty, empathy, and CX leadership.What if the real driver behind customer loyalty wasn’t your product, your pricing, or your brand’s flashy marketing—but something quieter, deeper, and harder to quantify?That driver is trust.In a recent episode of Insights Unlocked, customer experience expert and The Delighted Customer podcast host Mark Slatin joined UserTesting’s Bobby Meixner for a wide-ranging conversation on how trust transforms organizations. He unpacked his Trusted Guide Framework, explained how empathy bridges the experience gap, and shared why the best CX strategies start not with data, but with listening.Let’s dive into the key takeaways that can help any leader—from product to UX to marketing—operationalize trust and create customer experiences that truly resonate. Listen now and tell us your thoughts below.

6 days ago

Brian ThompsonCommunity Manager

Customer Stories

Pitney Bowes + UserTesting

Watch how rapid prototyping and testing with UserTesting contributors helped increase customer renewals by 133%. Pitney Bowes has been helping businesses, including 90% of the Fortune 500, meet their mailing and shipping needs for the last 100 years. Its customers can pick from an array of small to enterprise-sized sending devices, renting and leasing them for a set number of years.Recently, the company saw that client renewals had become sluggish, with the retention rate slowing. The business was looking for a new approach to revitalize its retention rate. They turned to its user experience team and UserTesting to redesign the experience. Read now and tell us your thoughts below.

7 days ago

Rachel BlackburnCommunity Manager

Mike's Tips

Mike's Tuesday Tips - New Ranking Question from UserTesting is Here!

Check out Mike's video: New Ranking Question from UserTesting is Here!Watch hereNow you: This is one of the most requested features — now you can ask users to stack rank what matters most. How would you apply this to your own research? What will this feature help you uncover?

100

7 days ago

Rachel BlackburnCommunity Manager

Tales From The Live Classes

Tales from the Live Classes with Learning Consultant Rachel! Usability but exploring, too?

Hello! Welcome to our segment, Tales from the Live Classes with your Learning Consultant, Rachel (me!)Each week, I will share some cool factoid from a live class around the UserTesting or UserZoom Platform, UX research, or just something awesome that someone said in class that I think the broader CommUnity might find interesting! This week's fun factoid: Today in class, we were talking about usability tasks. What do you do when you when you need to have a usability task that involves exploration? Best tip? Give a time limit, and some guardrails. Such as: “Spend the next five minutes visiting two product pages that genuinely interest you. Please speak aloud your thoughts as you go and share how you feel about what you’re seeing.” The time limit ensures they don’t take too long (and go on for 20 minutes, say), or barely spend time on it looking around. The guardrails, such as “visit two product pages” will ensure you can make an apples to apples comparison between customers’ journeys thr

12 days ago

MeganJourneysShoesNew Participant

Researchers

Building a Loyalty Customer Panel

1982

13 days ago

Brian ThompsonCommunity Manager

Insights Unlocked Podcast

Why shopper behavior is changing and what brands can do

Explore why shoppers rarely stay loyal and how brands can adapt using real human insights, with Devora Rogers of Alter Agents on Insights Unlocked. Why shopper behavior is no longer predictableForget everything you thought you knew about how people shop. Fewer than 5% of consumers follow a predictable, step-by-step journey to purchase. Today’s shoppers are impulsive, exploratory, and constantly evolving—and for brands, that changes everything.On a recent episode of Insights Unlocked, Devora Rogers, Chief Strategy Officer at Alter Agents and co-author of Influencing Shopper Decisions, joined us to unpack why traditional models of consumer behavior no longer reflect the way real people make decisions. Drawing from her years helping brands like Google, Snapchat, and Nespresso decode customer journeys, Devora shared how brands can embrace behavioral segmentation, human insight, and a whole lot more humility.“You have to operate as if you're earning your customer’s loyalty every single time

200

13 days ago

Rachel BlackburnCommunity Manager

Mike's Tips

Mike's Tuesday Tips - Finding Key Moments in a UserTesting Live Conversation

Check out Mike's video: Finding Key Moments in a UserTesting Live ConversationWatch hereNow you: What helps you the most when analyzing your live conversations? At what point in your process do you switch to moderated testing from unmoderated? What tips have helped you along the way for live conversations?

14 days ago

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