UserTesting Private Panel Testing


My role

I was the lead Product Designer on the project for UserTesting, working with a a team of engineers and a product manager. I conducted user study sessions, mocked up early concepts, tested and refined prototypes, and worked with development on production assets and final touches.

About the project

UserTesting is a platform that helps companies get feedback from testers on products that they are building. Their strength comes from the huge panel of testers that give feedback. However, more and more companies have the need to test with specific users, often their own users. So Private Panel was born out of that need to allow companies to test with very specific people. 

 

let me test with my own users!

UserTesting's strength has traditionally come from the massive panel of testers it has built over the years. Most of the time, companies are able to filter the tester panel with demographics and screeners to find the type of user they are looking for. However, more and more companies are looking for feedback from their specific users. Often they already had a list of users they wanted to get feedback from, i.e. a group of users that dropped off from a funnel. This feature would allow them to specifically target their questions with that group of users. 

 

Understanding the problem space

Before getting into any designs, I wanted to make sure that I understood the problem space we were actually solving for. I spoke with both internal stakeholders and customers to learn about how things worked today. 

“We have a way of doing this today, but it’s a few workflows barely strung together”
“I need to test our website with doctors. You don’t have many of those on your panel...”
“It’s hard to get feedback from these users because they aren’t our normal testers. They need a lot of help.”
“These one-off testers are really suspicious of the email we send to them, asking for feedback.”
 

Early concepts

After taking all the valuable learnings we got from users, I set out to create broad, low-fidelity concepts to test our ideas. During this phase, the goal was to visualize all the important ideas and learnings that were gathered, without limiting myself with current product constraints. We also established questions, hypotheses to test, and principles of the design. 

 

Test it out

Since this feature was meant specifically for testers that weren't in our normal panel, I knew that we needed to get it in the hands of some new people. I brought in folks using Craigslist to have them walkthrough a prototype of the end to end experience.

During these sessions, I was able to find clear patterns on what tripped people up, what surprised people, and what needed to be explored further. 

For example, these new testers needed more guidance in the process of downloading and installing the session recorder than we had originally anticipated.

 

Final tester onboarding flow

 

After more testing and feedback, we narrowed down on what we were planning to deliver in V1 of this project.