UserTesting, a firm in video-based human insight, has announced a new partnership with Quantum Metric, the provider of Continuous Product Design (CPD), to help companies put the customer at the center of their business. The combined offering will empower organisations with quantified, customer-driven insights that transform how they design and deliver innovative digital products and experiences.
“Customer expectations have never been higher and the ability to deliver the products and experiences that they demand is vital to staying competitive. However, organisations struggle to bring customer insights and learnings into agile product development processes. This collaboration enables product and digital ecommerce teams to rapidly understand their customers’ experience as they continuously iterate on their offerings in this rapidly changing environment,” said Mona Sabet, Chief Corporate Strategy Officer, UserTesting.
“Organisations today are tasked with innovating at the pace of their customers. Our partnership with UserTesting makes it easier than ever to continuously evolve their digital experiences, helping teams to put the customers at the heart of everything they do. Our partner ecosystem is critical to our success and we are excited to expand our integrations with UserTesting,” said Bryce Winkelman, Chief Business and Strategy Officer, Quantum Metric.
The UserTesting Human Insight Platform makes it easy for business and technical teams to bring human insight into the entire product development lifecycle – from needs discovery and concept design through new feature delivery and optimisation. They can target current or future customers within the platform, ask questions, and give instructions to perform different tasks. The platform captures the experience as they share their thoughts out loud, for example as they read a problem description, browse a digital prototype, or visit a website and request a quote. The platform leverages an opt-in, global network of individuals around the world to quickly deliver video-based Customer Experience Narratives (CxN) typically in less than a day, and often within a few hours. The quality, differentiated CxN format, and speed of the feedback completely transforms the development process and helps to eliminate guesswork.
The Quantum Metric platform adds additional depth to insights from UserTesting through session replay technology that allows the user to easily empathise with the customer experience. Teams can then easily quantify potential errors or opportunities to proactively optimise their digital experience. As a result businesses are able to more effectively iterate their digital products by prioritising projects based on the needs of the customer and its impact on the business.
Using both platforms, business and technical teams are able to bring customer insights into the development process, see experiences of real people, and build a cross-team understanding of diverse customer perspectives. This helps organisations innovate and speed up time to product-market-fit, reduce expensive engineering rework, drive empathy for their customers, and accelerate decision making, alignment and urgency to act.
With today’s rapidly evolving digital economy, organisations must be able to maintain agility. Organisations must be able to quickly identify pain points, solutions, and understand the evolving changes that need to be made through the web for a best in class website. The UserTesting Human Insight Platform is helping companies like Extra Space Storage leverage direct customer feedback very early on in our optimisation process. The Extra Space Storage marketing team is able to test prototypes before coding to the website, allowing a more efficient use of development resources. The Quantum Metric Platform allows Extra Space Storage to then gain a deeper level of technical understanding through its qualitative and quantitative tools within the platform.
“We are able to see and understand the whole customer journey from start to finish. This enables us to make data-driven decisions, create a better customer experience, and ultimately increase conversion rate through analysis, all while ensuring that our users’ personal identifiable information is completely and securely masked. It helps our team identify recommendations on our user flows and strategy. Utilising these two platforms has advanced our entire optimization journey and has created a lot of success,” said Meggie Rider, Web Optimisation Specialist.
