Sentiment analysis

This article applies to: UserTesting 

On this page:

• About Sentiment analysis
• Sentiment analysis in transcripts
• Friction detection
• Turn Sentiment analysis on or off
• Smart tags and tags for written tasks

About Sentiment analysis

• Sentiment analysis is generated automatically using UserTesting's proprietary machine learning models.
• Moments of negative and positive sentiment are displayed when you are reviewing a completed session in the UserTesting video player.

To view Sentiment analysis, follow these steps:

1. Open and play the participant video.
2. View the Sentiment analysis at the bottom of the video player.
   • Positive sentiment is displayed in green.
   • Negative sentiment is displayed in red.
3. Hover above a colored band to view the phrases associated with the sentiment.
   
4. Click the indicator to go to that exact moment in the video associated with the highlighted phrase.
   Pro tip: You can give feedback on whether that phrase matched the assigned sentiment to help us continue to improve the accuracy of sentiment analysis.
   

Sentiment analysis in transcripts

• Scan and locate key moments within the transcripts.
• When you notice feedback that is important or truly insightful, create a clip.
• If you want to preserve the sentiment associated with that piece of feedback, use sentiment tagging to select the appropriate icon (negative or positive).
  

Friction detection

• Friction detection is a machine learning-generated indicator that offers insight into where contributors had difficulty interacting with websites or prototypes during tests.
• Use friction detection to quickly identify where you may want to make changes to improve your user experience.
• In this transcript sample below, notice the Friction tag that pinpoints the exact moment the contributor struggled with a particular task.
  
• Having this behavioral information helps you learn more about a customer’s needs.
  
• While tags/insights tasks rely on what customers say, friction detection relies more on what they do. For example, clicking multiple times and a lot of scrolling.
• Important: Friction detection is available on the Ultimate edition of the Flex plan and the Premium edition of the Seat-Based plan.

Turn Sentiment analysis on or off

1. View your transcript.
2. Click the drawer menu.
3. Select or deselect the checkbox settings.
   

Smart tags and tags for written tasks

• If your plan allows, you can use up to 10 smart tags in the feedback.
  • Green indicates positive sentiment.
  • Red indicates negative sentiment.
  • For some plans, purple identifies neutral sentiment.
• You can also use smart tags to analyze written responses on the Platform's Metrics tab.

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