At a Glance
The Discover needs and frustrations Quick Answer feature is designed to reveal what people enjoy or struggle with when interacting with your website or app. Here we cover when to use the feature and set it up.
Quick Answer: Discover Needs and Frustrations is available on the following subscriptions:
|Flex plan||Seat-based plan|
|Essentials||Startup ✓ (marketing & product insight)|
|Advanced ✓||Professional ✓ (marketing & product insight)|
|Ultimate ✓||Premium ✓ (marketing & product insight)|
Click on the following header titles to skip to that section of the article:
- When to Use Discover needs and frustrations
- How to Set Up Discover needs and frustrations
- Launching a Test
- What We Ask Contributors
- Reviewing the Results
Quick Answers allow you to collect recorded video feedback of customers or prospects as they complete tasks and answer questions. The tasks and questions are written for you by UserTesting and designed to answer the most common marketing challenges. You can read more about Quick Answers in Quick Answers: Overview.
Discover needs and frustrations is one of the Quick Answers available on the platform. You can learn what people like or dislike about an experience or activity with it. The test explores how they perform that activity today and whether they are satisfied or not.
When to Use Discover needs and frustrations
Use Discover needs and frustrations in the discovery phase of your marketing campaign or to better understand your target audience.
- Understand how they complete any activity or task today and what drives their decision-making
- Identify opportunities for delight to inform ads, messaging, and brand campaigns
- Explore customer experiences and frustrations with an experience or activity
- Identify how they perform that activity today and whether they find it likable or not
- Build campaign strategies based on opportunities you uncover during customer feedback
- Understand how customers engage with competitive products and optimize your own marketing efforts in response
How to Set Up Discover needs and frustrations
1. Quick Answer Inputs
Depending on which dashboard you have, click Get Quick Answers.
Or click the New dropdown menu, then select Create a test from a template.
From the Template gallery, click the Quick Answers filter.
Next, find and select Discover needs and frustrations.
Note: Depending on your subscription, you may not have access to all the Quick Answers shown above.
2. Give a short description of the experience or activity you want contributors 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 contributors 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 that it's easy to recognize from other tests on the dashboard.
At this point, you'll need to determine who should take your test.
- Contributors from the UserTesting Contributor Network
- Using Invite Network
Launching a Test
To see a list of all the questions the test asks contributors, click the link under Tasks and Questions. To see what your test looks like to contributors, click the Options Menu (three dots) to the right of the Test Plan Summary, then click Preview Test. When you finish the preview, click the Close button.
- To add or remove contributors, click Contributors.
- If you need to edit the URL or you entered text that included a typo, go to the Options Menu to the right of the Test Plan Summary and click Edit. When you are done editing the test, click Save and Go to Order Page.
Click Launch Test to send the test to your contributors.
What We Ask Contributors
After you click Launch Test, we send the test to contributors who match your chosen demographics. These contributors then answer any screener questions you added to qualify to take the test.
If you'd like to see what answering screener questions looks like from the contributors' view, watch this video.
Once they qualify, we ask contributors to record themselves while describing the recent experience you specified. For Discover needs and frustrations, we ask that contributors turn on their webcam to show their faces. Then we ask them a series of questions about the experience or activity you provided. We use the exact phrase you provide in the first step in the questions below. This is why it's important to use a verb ending in "-ing."
Here's what we ask contributors based on the questions you answered when you created the test:
- Please follow the instructions to turn on your camera so we can see your face while you take the test. If you are not comfortable doing this, please end the test now.
- How often are you [activity]? 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. [Multiple Choice: 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]
- Describe your most recent experience [activity]. 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. [Verbal Response]
- Based on your previous answer, briefly summarize in words what worked well and what didn't. [Written Response]
- What made it **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 Response]
- What made it **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 Response]
- Describe what you used when [activity]. Be specific. Write a few words that summarize your answer in the box below. Go back to the camera to explain your answer in more detail, while we see your face. [Written Response]
- How similar is your most recent experience [activity] to how you typically do that? Go back to the camera to explain your answer in more detail, while we see your face. [Multiple Choice: 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]
- How satisfied are you with [activity] in general? Go back to the camera to explain your answer in more detail, while we see your face. [5-point Rating Scale: Not at all satisfied to Very satisfied]
As contributors finish, the software uploads the recorded video to our system. It notifies you by email that the videos are ready to watch (to configure notifications, see "Email notification preferences").
Reviewing the Results
For each test, the Dashboard displays the type of test, the test name, the day you created it, and how many contributors have and have not taken the test.
After all the contributors finish, a Result summary appears below the test title.
From here, you can share the results, create a similar test, or move the test to a different location. Click on a test title from the Dashboard to go to the Results page.
The Results Tab
After running this Quick Answer test, the Results tab shows contributors providing open-ended qualitative feedback describing their most recent experience on a particular task or activity you ask them to complete.
The Results tab is a great place to start for Quick Answers. It summarizes the findings from the test: Do more contributors find the activity likable? Did the contributors express any frustrations? Videos of your contributors' open-ended feedback will display as Key Takeaways under the Results tab.
To read more about the Results tab, check out our Results from Quick Answer Test article.
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