Templates

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At a Glance

Templates employ customer experience best practices and help you get fast results in key focus areas. The UserTesting team authored this series of popular and frequently used templates based on common objectives and desired outcomes across your product development cycle.

 

Key Features

  • To get started using a template, simply click on a link below. The template will appear in the UserTesting account you're logged into. From there, customize the demographics, tasks and questions, and launch.
  • You can also visit the Template Gallery to see the most current offering of templates.
  • Please note: Your UserTesting account must have the appropriate permissions to launch a test in order to access templates.

Templates by Topic 

 

Discovery

Buyer Persona Characteristics

Objective: How do participants decide to buy a product? What motivates them to buy?

Good for:

  • Building a complete picture of your ideal customer
  • Assessing attributes of your customer that may affect their buying behaviors

You need: The buying objective you want feedback about.

Template: Buyer Persona Characteristics Study

 

Cart Abandonment

Objective: What were participants’ experiences when using an online shopping cart? What are the key pain points of the shopping cart experience?

Good for:

  • Evaluating whether customers are comfortable with the information you provide in your cart experience
  • Uncovering key pain points in your cart experience for your customer

You need: A publicly accessible link, an interactive prototype or a mobile app (iOS, Android, or unreleased) where customers can add items to a shopping cart.

Template: Cart Abandonment Study

 

Customer Environment and Context

Objective: How do participants complete an activity in their home? Where are the potential areas of improvement for that activity?

Good for:

  • Understanding what environmental factors are important to your customers
  • Uncovering relationships between your experience and the real world

Template: Customer Environment and Context Study

 

Customer Journey

Objective: What actions do participants take, and what are the experiences and barriers encountered across multiple touch points? Where are the potential areas of improvement across channels?

Good for:

  • Uncovering potential areas of improvement for your experience across channels
  • Assessing customer attributes that may be of importance for your experience

You need: The activity you would are looking to get feedback about.

Template: Customer Journey Study

 

Needs and Frustrations Discovery

Objective: What are the perceived and expressed needs of participants when performing an activity? How can that activity be improved?

Good for:

  • Identifying opportunities for new features or products
  • Understanding people's needs and pain points with current experiences

You need: A description of the experience or activity that you want people to talk about. For example, "paying bills online."

Template: Needs and Frustrations Discovery Study

 

Pricing Feedback

Objective: How would participants respond to a new pricing, promotion, or offer?

Good for:

  • Evaluating how your target market would react to a change in product price
  • Understanding expectations about pricing for products and services

You need: A publicly accessible link for a webpage that includes information and pricing about a product or service.

Template: Pricing Feedback Study

 

Product Adoption

Objective: What drives participants to return to a product?

Good for: 

  • Gathering insights about what drives usage and adoption of your product
  • Understand the context where the product is used

You need: The name of a brand or a product you want to evaluate.

Template: Product Adoption Study

 

Design Validation

Concept Validation

Objective: After exploring a concept, what are participants' impressions of it?

Good for: 

  • Testing your concept before bringing it to market
  • Understanding what aspects of your concept needs to be refined

You need: A publicly accessible link to a page or document online that shows or describes the idea.

Template: Concept Validation Study

 

Prototype Evaluation

Objective: After exploring a prototype, what are participants' impressions of it?

Good for: 

  • Validating early designs to ensure you're meeting your target customer's expectations
  • Identify points of friction in your designs to improve the user experience

You need: A publicly accessible link to a prototype (i.e. Figma, inDesign, etc.) or an interactive html prototype you can upload that features the prototype you want to evaluate.

Template: Prototype Evaluation Study

 

Visual Design Evaluation

Objective: What are participants’ impressions of the visual elements of a feature, and do they understand it?

Good for: 

  • Refining creative decisions based on feedback
  • Getting emotional reactions to designs or images

You need: A JPG, GIF, PNG, TIFF, or PDF of the image or design you want to evaluate.

Template: Visual Design Evaluation Study

 

Website/Mobile App Evaluation

Objective: What are participants’ impressions of a website or mobile app, and do they understand it?

Good for: 

  • Understanding what users think about a particular tasks within a website or mobile app
  • Understanding ease of use, trustworthiness, value, and visual appeal of a website or mobile app

You need:

  • A website you would like to test and 1-2 tasks you would like users to attempt within a website.
  • Or, the name of the app that you want to test and a description of the task you want users to compare on both sites.

Templates:

 

Navigation/Findability

Card Sorting

Objective: How do participants group items and label groupings of items?

Good for: 

  • Understanding how users expect topics to be grouped
  • Understanding how people label categories

You need: A list of the content that you want participants to sort, such as content topics, page names, or categories.

Template: IA - Card Sorting Study (not available on all accounts)

 

Feature Prioritization

Objective: How do participants rank items based on different criteria? Which product features are most/least important?

Good for: 

  • Deciding on the priority of projects or new features
  • Understanding how people rank items based on different criteria

You need: You must have access to ia.usertesting.com to use this template. You'll also need a list of content, such as feature names and descriptions, that participants will prioritize.

Template: IA - Feature Prioritization Study (not available on all accounts)

 

In-Store Experiences

Objective: Do participants find the items they need inside a store? How do participants navigate a store to find what they need?

Good for:

  • Uncovering moments of delight or opportunities for improvement
  • Assessing experience drivers such as findability and in-store customer support

You need: The name of the store you would like feedback about.

Template: In-Store Experiences Study

 

Multichannel: Social to Web

Objective: What are participants’ experiences as they navigate from a social media app to an ecommerce website?

Good for: 

  • Uncovering gaps in the experience that will help improve conversion rates
  • Testing competitive flows to understand how your customer experience compares

You need: A publicly accessible url of the social media content you wish to test with.

Template: Multichannel: Social to Web Study

 

System Usability Scale Plus (SUS+)

Objective: What are participants’ experiences after using a product? How does ease of use change or stay consistent over time, across industries, or against competitors?

Good for: 

  • Measuring the experience of using a product or design on a standard usability scale
  • Comparing experience scores over time, across industries or against competitors using a consistent scale

You need: The name of a product or feature you want to evaluate.

Template: System Usability Scale (not available on all accounts)

 

Tree Testing

ObjectiveDo participants successfully navigate to the correct area of a menu to complete key tasks?

Good for: 

  • Uncovering how easily users can find content within your website or apps
  • Testing different label names within your navigation to optimize engagement or conversions

You need: An organized list or hierarchy of topics and categories that you want participants to use to answer questions

Template: IA - Tree Testing (not available on all accounts)

 

Website/Mobile App Navigation

Objective: Can participants find an item, product, or information of their choosing by using the menus (not the search function)?

Good for: 

  • Understanding how easy it is for participants to find items or information on your website or app
  • Evaluate your site navigation and information architecture to remove points of confusion

You need: 

  • A publicly accessible link to the website you want to test and an item you want participants to find.
  • Or, a mobile app (iOS, Android, or unreleased) you want to test and an item you want participants to find within the app.

Templates:

 

Competition

Messaging Comparison

Objective: How do participants respond to two messaging options when viewing side by side?

Good for: 

  • Comparing two messaging options you are considering side by side
  • Understanding which option is most likely to drive a customer to take action

You need: Two publicly accessible links with the messaging you want to evaluate.

Template: Messaging Comparison Study

 

Visual Design Comparison

Objective: After viewing two competitor visual designs, how do the experiences compare and which experience do participants prefer?

Good for: 

  • Comparing two design options you are considering side by side
  • Understanding which option is most likely to drive a customer to take action

You need: A JPG, GIF, PNG, TIFF, or PDF for both images or designs you want to evaluate.

Template: Visual Design Comparison Study

 

Website/Mobile App Comparison

Objective: After searching freely within two competitor websites or apps, how do the experiences compare and which experience do participants prefer?

Good for: 

  • Comparing the ease of use, strengths, and weaknesses of two websites or two apps
  • Testing your website or app against a competitive website or app

You need: 

  • Links to two publicly accessible websites that you want to test and a description of the task you want users to compare on both sites.
  • Or, the name of the app that you want to test and a description of the task you want users to compare on both sites.

Templates:

 

Value and Purpose

Ad Testing

Objective: How do participants react to an ad? Does this influence if they’ll take action?

Good for

  • Assessing how people react to your ad, and whether they'll take action
  • Evaluating how easily your ad is understood by your target audience

You need: A JPG, GIF, PNG, TIFF, or PDF of the ad you want to evaluate.

Template: Ad Testing Study

 

App Store Feedback

Objective: Does an app's description and images encourage participants to download and use the app?

Good for: 

  • Understanding what brings a customer to an app page in the first place
  • Assessing the clarity of your app's description and the likelihood the user will download the app

You need: The name of the app and the app store you want participants to evaluate.

Template: App Store Feedback Study

 

Chatbot Engagement

Objective: How do participants interact with an online help chat? What are participants' expectations about an online chat solution?

Good for: 

  • Understanding your customers expectations about an online chat solution
  • Uncovering ways to design for better natural interactions between users and a chatbot

You need: A publicly accessible link, an interactive prototype or a mobile app (iOS, Android, or unreleased) that features a chat solution you want to evaluate.

Template: Chatbot Engagement Study

 

Customer Satisfaction

Objective: What were participants’ recent experiences with a company, brand, or product like? 

Good for: 

  • Gathering feedback about recent experiences with a company, brand, or a product
  • Evaluating points of stickiness for your customer

You need: The name of a company, brand or a product you want to evaluate.

Template: Customer Satisfaction Study

 

Email Engagement

Objective: What are participants’ impressions of an email campaign?

Good for: 

  • Assessing how your customers would react to your email copy
  • Understanding whether your email compels your customers to act

You need: A publicly accessible link to a previews of the email. *Alternatively* you can upload an HTML preview file of your email using the UserTesting Prototype option.

Template: Email Engagement Study

 

Messaging Comprehension

Objective: What are participants' understanding of a message, copy, or other written content?

Good for: 

  • Uncovering points of confusion in messaging, copy or other written content
  • Validating the likelihood that your customer would take action based on this copy

You need: A publicly accessible link with the messaging you want to evaluate.

Template: Messaging Comprehension Study

 

Social Media Engagement

Objective: What drives participants to interact with social media posts?

Good for: 

  • Getting candid feedback about your social media posts beyond likes, retweets and shares
  • Building a richer understanding of social media audiences on each platform

You need: A publicly accessible link to a social media post. *Alternatively* you can use an image task to upload a preview of your post.

Template: Social Media Engagement Study

 

Value Proposition Validation

Objective: Do participants understand the value of a product, service, or experience they're introduced to for the first time?

Good for: 

  • Understanding whether your offer is compelling
  • Evaluating potential improvements to your landing page based off customer feedbacks

You need: A publicly accessible link featuring your offer you want to evaluate.

Template: Value Proposition Validation Study

 

Website Conversions

Objective: What motivates participants to click a button on a website?

Good for: 

  • Evaluating how compelling and valuable your site is for your customer
  • Validating the likelihood that your customer would take action based on information on your site

You need: A publicly accessible link for the website or webpage you want to evaluate.

Template: Website Conversions Study

 

COVID-19

To help our customers navigate the current challenges of the global health situation, we have created a set of COVID-19 test templates for Insight Core.

COVID-19 templates help you understand how customers are adapting their behavior in your sector so you can innovate your experience and optimize your digital channels. Get feedback on your messaging and content to make sure you're using the right tone and sharing the right information to meet customers' needs and concerns.

COVID-19 templates can be found under the New menu on your dashboard. Just click Create a test from a template to get to the Template Gallery.

Learn more about the templates at Resources Related to COVID-19.

If you have any questions reach out to your Customer Success Manager.

 

Racial Equality

In response to organizations asking for help gathering feedback on issues involving race, equality, and inclusion, UserTesting has created a set of Racial Equality templates for Insight Core and Marketing Insight.

We’ve taken the most thoughtful questions we’ve seen and created test templates to help everyone collect candid feedback about how expectations, behaviors, and perceptions are changing with regards to racial equality.

The Insight Core templates are fully customizable and come with screener questions to help you get feedback from a diverse audience. The Marketing Insight Quick Answers are primarily for B2C organizations, and are designed to launch quickly with just a few simple inputs.

The templates can be used to gather feedback on the following topics: 

  • Changes to behavior: how recent events are changing who consumer and business partners choose to support
  • Changes to expectations: how recent events around racial equality is changing expectations
  • Perception of your response and action plan: how your response is perceived, and if it resonates with others

Racial Equality templates can be found under the New menu on your dashboard. Just click Create a test from a template to get to the Template Gallery.

If you have any questions reach out to your Customer Success Manager.

 

Learn More

Need more information? Read these related articles.

Want to learn more about this topic? Check out our University courses.

 

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