What are Quick Answers?
Quick Answers are insights into a problem you encounter or question you have during the development process. You can read more about Quick Answers in the Product Insight overview.
“Discover needs and frustrations” is one of six types of Quick Answers. Each Quick Answer provides a unique insight or answers a question you have.
For “Discover needs and frustrations,” you explore customers’ experiences and frustrations with a task you specify. The test explores how they perform that task today, and what they find satisfying or unsatisfying about it.
The Summary tab shows how many people were satisfied with the experience, and provides a video of them discussing their answers and explaining why they answered the way they did. Here’s an example of five people describing why they were or were not satisfied watching live-streaming news.
The Metrics tab shows you the answers to every test question so you can learn more about participants’ experiences and what specifically satisfies or frustrates them.
When to use “Discover needs and frustrations”
Use “Discover needs and frustrations" in the Discover phase of the development process to:
- Understand people’s needs and requirements
- Identify opportunities for new features and products
Set up “Discover needs and frustrations”
1. From the dashboard click Get Quick Answers, then click “Discover needs and frustrations.”
2. Give a short description of the experience or activity you want participants to discuss.
Important: You must start the short description with a verb ending in -ing. The description is added to a pre-written sentence, so it’s a good practice to use a lowercase letter for the first word and not end with a period or other punctuation. Quick Answers converts your description into the test questions, so the wording you enter is what people see.
Some examples include:
- booking a flight becomes: Describe your most recent experience booking a flight.
- running becomes Describe your most recent experience running.
- paying the bills becomes Describe your most recent experience paying the bills.
Then name your test so it’s easy to recognize from other tests on the dashboard.
3. Click Select Participants and do any of the following:
- Accept defaults: The default is to use any member of the UserTesting Panel. For many tests, you may find that works well enough. If that’s the case, click Done at the bottom of the page.
- Number of participants: This is always set to five.
- Device: Select the type of device you want participants to use when answering your questions.
Important: Leave this set to Computer unless there is a particular reason why you need someone to answer using a tablet or smartphone. Even when asking them to respond to an idea about a smartphone product, it’s usually best to have people answer using a computer because the screen is larger and participants have an easier time reading your concept document.
For more information on selecting a device and best practices, see:
Mobile Testing Capabilities
Mobile Recorder Best Practices
- Demographic Filters: If you want participants with a particular background, select and configure filters from the options on the right. If you decide not to use a filter after selecting it, click the Remove link in the upper-right corner or deselect it from the list on the right.
For more help with demographic filters, see:
Choose your target audience from the UserTesting panel.
- Screener Questions: Screener questions are multiple choice questions participants must answer correctly before they're able to accept a test. This is an optional feature you can select if the demographic filters above do not cover your requirements. In most cases, you can leave Screener Questions blank.
To refine participant selection with screener questions, do any of the following:
- To add a screener question you saved from a previous test, click Saved Screener Questions on the right. If you haven’t saved any screener questions yet, this is empty.
- To create a screener question, click the Screener Question button on the right.
- To add more screener questions, click the Screener Question button or the “Add another screener question” link below the last screener question. The number of screener questions you can use is determined by the UserTesting plan you purchased.
Note: After you create a screener question, you can click the “Add to saved screener,” “Duplicate,” or “Delete” links. To reorder screener questions, drag the question to where you want it to be using the Move icon ().
- To preview any screener questions, click Preview Screener.
You can remove any screener questions you add by clicking Delete at the top right of each question’s dialog.
For more help creating screener questions, see:
Using Screener Questions to find your ideal participants
Screener question best practices
4. Click Done.
- To see a list of all the questions the test asks participants, click the link under Tasks and Questions. To see what your test looks like to participants, click Preview Test to the right of the Test Plan Summary, then click Preview Test. When you finish the preview, click the Close button.
5. Click Launch Test to send the test to the UserTesting Panel.
Understand “Discover needs and frustrations" results
As participants finish, the software uploads the recorded video to our system and notifies you by email. To configure notifications, see Email notification preferences.
Open the email and click the “account dashboard” link in the order summary to go to the dashboard.
For each test, the dashboard displays the type of test—using the same icon from each Quick Answer button—the test name, the day you created it, and how many participants have and have not taken the test.
After all participants finish, a summary appears in the Result column.
Click a test title on the dashboard to go to the Summary tab on the Results page.
The Summary tab is the sweet spot for Quick Answers. It summarizes the answer to your question: Are more people satisfied or dissatisfied trying to perform your activity?
Review the graph
The graph displays the answer, either:
- More people reported being satisfied with the experience.
- More people reported being not satisfied with the experience.
We get this information from Question 8 below. We ask participants, “How satisfied are you with [activity description] in general?” 1=Not at all satisfied…5 = Very satisfied.
Then we count how many of the five participants were satisfied and how many were not satisfied.
- A score of 1, 2, or 3 = Not satisfied
- A score of 4 or 5 = Satisfied
Watch key moments
The summary video shows all five participants describing their most recent experience watching broadcast news online.
We get this information from Question 3 below. We ask participants: “Describe your most recent experience [activity description]” and we record their comments as they explain their answers.
Note: Until all participants finish, the graph shows a running total as participants complete the test and displays the number of participants yet to finish, but there is no key moments video until all participants finish.
Some participants finished:
All participants finished:
Click the Sessions tab to watch each participant’s complete video as they answer all the questions in order. Sessions are available as each participant finishes. There is a text field on the right for you to add a summary of the video. The Summary field is also useful for adding timecodes for moments of interest, such as a participant expressing delight with a task, or complaining about a difficult interface.
Click the Metrics tab to watch participants’ videos broken down by question so you can easily skim the results. Questions have either written responses or video response.
Metrics is a powerful way to understand the details of your participants’ experiences. After the Summary tab, you are likely to find this tab contains the most useful information because it lets you focus on each test question and each participant’s answer.
Click the Details tab to see the demographics breakdown and an overview of the test plan’s tasks and questions.
How you get Quick Answers
After you click Launch Test, we send the test to people in our UserTesting Panel who match the demographics you chose. These people then answer any screener questions you added in order to qualify to take the test.
If you’d like to see what answering screener questions looks like from the participants’ view, watch this video.
Once they qualify, we ask participants to record themselves while describing the recent experience you specified. For “Discover needs and frustrations,”
we want participants to show their faces, so we ask them to turn on their webcam. Then we ask them a series of questions about the experience or activity you provided. We use the exact phrase you provide in Step 2 above in the questions below: [activity description]. This is why it’s important to use a verb ending in -ing.
Here’s what we ask participants based on the questions you answered when you created the test:
- As we ask you questions during this test we'd like to see your face. Go to http://bit.ly/turncameraon to find instructions on how to do this based on the device you are using now. If you are not comfortable doing this, please end the test now.
- [Multiple choice] How often are you [activity description]? Select the option that best matches your answer and explain your answer verbally. Go back to the camera to explain your answer so we see your face.
[ ] More than 1x a day
[ ] Every day
[ ] Several times a week
[ ] Once a week
[ ] Every few weeks
[ ] Once a month
[ ] Every few months
[ ] Once or twice a year
[ ] Less than once a year
- [Verbal] Describe your most recent experience [activity description]. Be specific and describe what worked well and what didn’t. Go back to the camera to explain your answer so we see your face.
Note: The answer to this question is where we get the highlights for the video on the Summary tab.
- [Written] What made [activity description] easy? Don’t write a whole sentence, summarize your answer in a few words. Go back to the camera to explain your answer in more detail, while we see your face.
- [Written] What made [activity description] frustrating or hard? Don’t write a whole sentence, summarize your answer in a few words. Go back to the camera to explain your answer in more detail, while we see your face.
- [Written] Verbally describe what you used when [activity description]. Be specific. Write a few words that summarizes your answer in the box below. Go back to the camera to explain your answer in more detail, while we see your face.
- [Multiple choice] How similar is your most recent experience [activity description] to how you typically do that? Go back to the camera to explain your answer in more detail, while we see your face.
[ ] My most recent experience is just like it always goes
[ ] My most recent experience was better than usual
[ ] My most recent experience was worse than usual
[ ] This was my first time
[ ] I don’t know
- [Rating] How satisfied are you with [activity description] in general? Go back to the camera to explain your answer in more detail, while we see your face. 1=Not at all satisfied…5 = Very satisfied.
Note: The answer to this question is where we get the data for the graph on the Summary tab.
As participants finish, the software uploads the recorded video to our system and notifies you by email that the videos are ready to watch. Watch each participant’s entire video on the Session tab or wait for the fifth video session to be uploaded, at which point the highlight reel is available.