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18
Rachel Blackburn
Rachel BlackburnCommunity Manager
 Mike's Tips
Mike's Tuesday Tips: UserTesting Click Testing Tutorial: Boost Website & App Usability
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? 

10
Rachel Blackburn
Brian Thompson
Brian ThompsonCommunity Manager
 Customer Stories
The Stars Group + UserTesting
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. 

10
Brian Thompson
Rachel Blackburn
Rachel BlackburnCommunity Manager
 Tales From The Live Classes
Tales from the Live Classes with Learning Consultant Rachel!
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

40
Rachel Blackburn
Brian Thompson
Brian ThompsonCommunity Manager
 Insights Unlocked Podcast
Why trust drives great customer experiences with Mark Slatin
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. 

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Brian Thompson
Brian Thompson
Brian ThompsonCommunity Manager
 Customer Stories
Pitney Bowes + UserTesting
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. 

10
Brian Thompson
Rachel Blackburn
Rachel BlackburnCommunity Manager
 Mike's Tips
Mike's Tuesday Tips - New Ranking Question from UserTesting is Here!
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
Rachel Blackburn
Rachel Blackburn
Rachel BlackburnCommunity Manager
 Tales From The Live Classes
Tales from the Live Classes with Learning Consultant Rachel! Usability but exploring, too?
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

00
Rachel Blackburn
M
MeganJourneysShoesNew Participant
 Researchers
Building a Loyalty Customer Panel

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
Rachel Blackburn
Brian Thompson
Brian ThompsonCommunity Manager
 Insights Unlocked Podcast
Why shopper behavior is changing and what brands can do
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
Brian Thompson
Rachel Blackburn
Rachel BlackburnCommunity Manager
 Mike's Tips
Mike's Tuesday Tips - Finding Key Moments in a UserTesting Live Conversation
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? 

40
Rachel Blackburn
Brian Thompson
Brian ThompsonCommunity Manager
 Customer Stories
Philips + UserTesting
Philips + UserTesting

Read how Philips uses empathy to quickly create digital experiences that resonate with consumers.In 2020, Philips Digital Marketing and E-commerce team (DMEC) was established to accelerate the direct relationship between Philips’ brand and its customers. In order to drive every aspect of innovation and satisfy fast-evolving customer needs, the DMEC team needed a way to integrate consumer and customer insights using the Agile way of working. Specifically, Philips’ Direct to Consumer strategy for digital transformation required a new, more agile approach to collect, analyze, and act on consumer insights to drive action and align more closely with other teams. Read now and tell us your thoughts below. 

550
Brian Thompson
Rachel Blackburn
Rachel BlackburnCommunity Manager
 Tales From The Live Classes
Tales from the Live Classes with Learning Consultant Rachel
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: Talking about screeners in a screener class...someone mentioned that we have a “scary” screener in their saved screener questions. What’s a “scary” screener? Is it Halloween-themed? That was my question. Answer: nope. It’s where you say something in the question about their answer to this particular question is very important, and anyone that merely “guesses” their answer in order to take the test without being truly qualified will risk being reported and rated lowly. Obviously, this can be reworded to your liking, but some have found it very effective. The more you know...NOW YOU:  What tricks do you use with screener questions? It do

180
Rachel Blackburn
Brian Thompson
Brian ThompsonCommunity Manager
 Insights Unlocked Podcast
How empathy in marketing can unlock your brand’s higher purpose
How empathy in marketing can unlock your brand’s higher purpose

Discover how empathy and purpose can transform your marketing with insights from aiCMO co-founder Steven Sakach.Most marketing campaigns focus on grabbing attention. But what if the secret to lasting impact isn’t just being heard—but being felt?That’s exactly what Steven Sakach, co-founder of aiCMO and CEO of Zero Company, unpacks in a recent episode of Insights Unlocked. With a background that spans journalism, digital marketing, and human consciousness studies, Steven’s journey is anything but ordinary. And neither is his message: empathy in marketing isn’t a tactic—it’s a transformative mindset.In his conversation with host Nathan Isaacs, Steven lays out why purpose-driven marketing is more than a feel-good concept. It’s a strategic advantage that helps brands connect more deeply, resonate more authentically, and build systems that scale love, not just sales.

440
Brian Thompson
Rachel Blackburn
Rachel BlackburnCommunity Manager
 Mike's Tips
Mike's Tuesday Tips - The UserTesting Knowledgebase Has All The Answers
Mike's Tuesday Tips - The UserTesting Knowledgebase Has All The Answers

Check out Mike's video: The UserTesting Knowledgebase Has All The Answers Watch here Now you: Do you ever search the Knowledgebase for answers to your most burning questions? Did you know the Knowledgebase is our most up-to-date, go-to source for all things UserTesting and UserZoom? Is there an article that you don’t see that you wish we had? Let us know!

40
Rachel Blackburn
Brian Thompson
Brian ThompsonCommunity Manager
 Customer Stories
Chico's + UserTesting
Chico's + UserTesting

Witness how Chico's uses fast feedback and video insights to grow its loyal customer base. Chico’s, renowned for its high level of customer service in the retail fashion world, needed fast and reliable insights from customers about their online experiences. The company was implementing a major technology upgrade to their back-end infrastructure.Making such a large technology investment meant that their online experience had to be as perfect as possible in order to drive enough online sales to deliver a strong payout.To do that, however, the company needed a tool that would enable their design team to collect reliable customer insights that would empower them to implement changes and improvements on the fly. Learn more and tell us your thoughts below. 

00
Brian Thompson
Brian Thompson
Brian ThompsonCommunity Manager
 Insights Unlocked Podcast
Winning at zero-click marketing starts with customer empathy
Winning at zero-click marketing starts with customer empathy

Rand Fishkin breaks down the death of attribution and how zero-click marketing and customer empathy is reshaping digital strategy.The ground is shifting beneath marketers’ feet—and many haven’t even realized it yet.If you’ve been relying on attribution modeling to justify your marketing efforts, Rand Fishkin has a clear message for you: it’s time to rethink everything. In a recent episode of Insights Unlocked, the SparkToro co-founder and longtime marketing truth-teller sat down with UserTesting’s Mike McDowell to unpack the demise of attribution, the rise of zero-click marketing, and how to actually understand customer behavior in a data-restricted world.This episode wasn’t just about changing tactics—it is a call to rewire how we think about success in marketing. Let’s dive into what’s behind the death of attribution and why empathy and behavioral insight are becoming marketers' new competitive edge. Listen now and tell us your thoughts below. 

420
Brian Thompson
Rachel Blackburn
Rachel BlackburnCommunity Manager
 Mike's Tips
Mike's Tuesday Tips: Instant Human Insights with UserTesting’s New AI Engine
Mike's Tuesday Tips: Instant Human Insights with UserTesting’s New AI Engine

Check out Mike's video: Instant Human Insights with UserTesting’s New AI EngineWatch hereNow you: Insights Hub is the next generation research repository and collaboration tool. If you've used EnjoyHQ, this is the replacement for that. You can create visual reports, collaborate with teammates, and get quick access to 3rd party insights from places like the app stores. Have you tried Insights Hub yet? What did you learn from it that you might not have come across otherwise? 

160
Rachel Blackburn
Brian Thompson
Brian ThompsonCommunity Manager
 Customer Stories
Skyscanner + UserTesting
Skyscanner + UserTesting

See how human insight helped Skyscanner adapt to uncertainty in a changing world.Within 90 days of the onset of the 2020 pandemic, entire industries found themselves in a catastrophic fight for survival, few more so than the travel industry.Oli Mival PhD., Director of User Research at Skyscanner and Principal Research Fellow at Edinburgh Napier University's Centre for Interaction Design, knew that Skyscanner would need to innovate and adapt like everyone's livelihoods depended on it—because travel had fundamentally changed.How would Oli and his team help Skyscanner to navigate through this once-in-a-lifetime storm?  Read now and tell us your thoughts below. 

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Brian Thompson

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