UserTesting Reveals Breakthroughs at THiS 2024 to Enhance Customer Experience Through Proactive Insight

Building on our mission to offer an all-encompassing human insight platform that merges the strengths of UserZoom and UserTesting into one cohesive solution

These new tools allow companies to scale customer insights, set new experience standards, and simplify design processes

UserTesting, the leading provider of human insights for innovators, has introduced several new capabilities at The Human Insight Summit (THiS) 2024. In line with the company’s dedication to providing a streamlined enterprise platform following its recent merger with UserZoom, these features are crafted to help businesses anticipate customer needs and fuel growth.

The latest advancements—the Insights Hub with AI Insights Discovery, QXscore™, a new Figma integration, and Insights AI for Atlassian—empower organizations to address customer needs more proactively and elevate customer experiences across the entire journey. With these enhancements, businesses can now scale customer insights, set new experience benchmarks, and simplify design workflows in a unified platform.

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“Our mission has always been to build a platform that enables organizations to make quicker, smarter decisions by tapping into human insights throughout the customer journey,” shared Michelle Engle, Chief Product Officer at UserTesting. “With these new tools, we’re delivering on our promise of an all-in-one solution that combines the powerful features of both UserZoom and UserTesting into a single experience. These innovations will help our customers foresee user needs and accelerate value across their CX investments.”

Highlights from THiS 2024: Introducing Insights Hub: Transforming Customer Experience with AI-Driven Collaboration Insights Hub revolutionizes how organizations work with insights to create seamless customer experiences. Featuring Insights Discovery, an AI agent that delivers insights in plain language, the platform allows users to quickly summarize data and spot trends. It promotes team collaboration, enabling stakeholders to co-edit Insights Reports in real-time, integrating data from UserTesting or external sources like app-store reviews. This approach helps teams make timely, data-driven decisions based on shared customer understanding.

QXscore™: Setting a New Benchmark for Customer Experience Measurement The QXscore™ metric combines behavioral and attitudinal data, providing a deeper view into customer interactions. By merging interaction data (like task success rates) with customer feedback (such as usability and satisfaction), QXscore™ helps teams measure and improve customer experience over time. Fully integrated into the UserTesting platform, QXscore enables teams to track and benchmark these insights within their workflows, allowing organizations to identify areas for enhancement and focus on experiences that drive loyalty and growth.

Figma Prototype Testing: Bridging Design and Insights for Confident Choices The new Figma task feature, powered by a direct Figma integration, allows designers to gather larger AI-powered sample insights from Figma prototypes. Design teams can connect Figma prototypes to UserTesting, import detailed prototype data, view metrics such as task success rates and heatmaps, and make quick, data-driven design choices with AI summaries and visualizations. This integration gives designers, product managers, and stakeholders confidence in their design decisions to enhance customer experience.

Insights Assistant for Atlassian: Faster Product Decisions with Embedded Insights Designed to support product teams in making faster, data-driven decisions, the Insights Assistant integrates with Atlassian solutions like Jira and Confluence. The AI assistant reviews past test data and insights from UserTesting and presents these findings directly in Atlassian, enabling product managers to access insights quickly as they prioritize features, write requirements, or review other teams’ content, creating a more streamlined decision-making process.

A Unified Platform Post-Merger Since merging with UserZoom, UserTesting has focused on merging the best of both platforms into a unified human insights solution. These new innovations demonstrate the company’s strategy to provide organizations with the tools needed to create a more proactive customer experience.

Availability

QXscore™ is currently in beta.
Insights Hub beta will launch on November 4, 2024.
Figma integration is anticipated for Q1 2025.
Insights Assistant for Atlassian will be available in January 2025.