UserTesting Unveils New Innovations at THiS 2024 to Drive Proactive Customer Experience

Part of our ongoing commitment to deliver an all-in-one human insight solution, combining the best of UserZoom and UserTesting into a single, unified platform 

These new capabilities allow organizations to unlock customer insights at scale, set new experience benchmarks, and streamline design workflows 

AUSTIN, TX. – October 29, 2024 – UserTesting, the leading provider of human insights for innovators, today unveiled several groundbreaking innovations at The Human Insight Summit (THiS) 2024. As part of the company’s commitment to delivering a unified, all-in-one enterprise platform following its merger with UserZoom, these new features are designed to help organizations anticipate customer needs and accelerate business growth.

These latest advancements—the Insights Hub featuring AI Insights Discovery, QXscore™, a new Figma integration, and Insights AI for Atlassian—enable businesses to act more proactively in addressing customer needs and improving customer experience across the entire customer journey. Organizations can now unlock customer insights at scale, set new experience benchmarks, and streamline design workflows—all within a single, unified platform.

“Our goal has always been to create a platform that empowers organizations to make faster, smarter decisions leveraging human insights throughout the customer journey,” said Michelle Engle, Chief Product Officer at UserTesting. “With the launch of these new features, we’re fulfilling our promise to deliver an all-in-one solution, combining the powerful capabilities of both UserZoom and UserTesting into a unified product experience. These innovations will allow our customers to better anticipate user needs and accelerate time to value across their CX investments.”

Key Innovations Announced at THiS 2024:

• Introducing Insights Hub: Revolutionizing Customer Experience with AI-Powered Collaboration

The Insights Hub is designed to transform how organizations collaborate around insights, creating seamless customer experiences. Powered by Insights Discovery, an AI-agent delivering data answers in plain English, it makes insights instantly accessible, enabling users to generate summaries or identify trends quickly. The platform also fosters collaboration, allowing stakeholders to co-edit Insights Reports in real-time, and integrating data from UserTesting or third-party sources such as app-store reviews. This empowers teams to make faster, data-driven decisions based on a shared understanding of their customers.

• QXscore™: A New Standard for Measuring Customer Experience

The QXscore™ is UserTesting’s proprietary metric that combines behavioral and attitudinal data, offering a comprehensive understanding of customer interactions. By blending interaction metrics (such as task success rates) with customer feedback (including usability and satisfaction), QXscore™ helps teams benchmark and improve customer experience over time. Now fully integrated into the UserTesting platform, QXscore enables teams to seamlessly track and benchmark these metrics within their workflows, providing actionable insights to optimize and enhance experiences. This holistic approach allows organizations to identify opportunities for improvement and invest in experiences that drive loyalty and business growth.

• All-New Figma Prototype Testing: Bridging Design and Insights for Confident Decision-Making 

Our new Figma task, powered by a direct integration with Figma, lets designers surface larger sample sizes of AI-powered customer insights from Figma prototypes, enabling teams to quickly gather feedback and gain actionable insights. Design and research teams can seamlessly connect Figma prototypes to UserTesting, import granular prototype-level data, view key metrics such as task success rates and heatmaps, and make faster, data-driven design decisions with AI-powered summaries and visualizations. This helps designers, product managers, and stakeholders confidently quantify the impact of design choices to ensure optimal customer experiences.

• Insights Assistant for Atlassian: Surface Insights to Make Faster Product Decisions

Insights Assistant for Atlassian is designed to help product teams make faster, data-driven decisions. Integrated into Atlassian solutions like Jira and Confluence, the AI-powered assistant analyzes past test data and insights from UserTesting and surfaces the findings directly within Atlassian solutions. This allows product managers to reference insights quickly as they prioritize features, create requirements documents, or review content from other teams, ensuring a more seamless decision-making process.

Commitment to a Unified Platform Post-Merger

Since merging with UserZoom, UserTesting has remained committed to combining the best features of both platforms to deliver an all-in-one human insights solution. These new innovations reflect the company’s strategic focus on providing organizations with the solutions they need to drive proactive customer experience. 

Availability

• QXscore™ is available in beta now.
• Insights Hub beta begins November 4, 2024.
• Figma integration will be available in Q1 2025. 
• Insights Assistant for Atlassian will be available starting in January 2025.