User interviews is an established and legitimate company that conducts user research through remote user interviews. Founded in 2014 and headquartered in San Francisco, user interviews helps companies connect with and interview people that match target user profiles to gain insights that inform product development and improvements.
What does user interviews do?
User interviews provides an on-demand user research platform that allows companies to quickly recruit research participants, conduct remote moderated interviews, analyze results, and extract insights. Their services include:
- Participant recruiting – Based on screening criteria provided, user interviews sources and recruits research participants that match target user profiles.
- Remote interviews – Using their platform, clients can conduct moderated remote user interviews via video conferencing. The platform handles scheduling, reminders, virtual meeting rooms, recording, etc.
- Data analysis – User interviews provides tools to analyze interview recordings, tag key moments, extract insights, create highlight reels, etc.
- Reporting and recommendations – Clients receive summaries, highlights, and recommendations based on findings from the user interviews.
In a nutshell, user interviews allows companies to rapidly conduct quality remote user interviews at scale and extract insights to guide product strategy and development.
How does user interviews work?
Here is an overview of how user interviews’ platform and process works:
- Profile screening – Clients specify the criteria for their target research participants (demographics, behaviors, knowledge, etc.)
- Recruiting – User interviews sources qualified participants that match the target profile through their respondent database and external panel partners.
- Interview scheduling – Once recruited, interviews are scheduled based on clients’ and participants’ availability.
- Interview reminders – Participants receive reminders and links for the virtual interview.
- Remote interview – Using the user interviews platform, clients conduct moderated interviews via video call.
- Recordings & analysis – Interviews are recorded and made available for tagging, analysis, and clipping.
- Debrief – Clients are debriefed on key findings, insights, and recommendations from the interviews.
- Reporting – User interviews provides summaries, highlights, transcripts, and output to share findings.
The platform streamlines and automates many of the logistical aspects of user interviews, allowing clients to focus on engaging with participants and extracting insights.
What types of companies use user interviews?
User interviews caters to a wide range of companies across industries looking to conduct user research, including:
- Technology companies – Software, SaaS, consumer apps, etc.
- E-commerce companies – Online retailers, marketplaces, delivery services, etc.
- Financial services – Banks, fintech, insurance, etc.
- Healthcare – Digital health startups, pharmaceutical companies, hospital systems, etc.
- Consumer products – CPG brands, consumer electronics, apparel, etc.
- Media & publishing – News, entertainment, social media, etc.
- Non-profits and NGOs
- Higher education institutions
Essentially any company that interacts with end users and wants to understand their needs, pain points, behaviors, and perceptions can benefit from user interviews’ services. Their clients include prominent brands like Microsoft, Samsung, Yahoo, Abbott, Nestle, and Mastercard.
How much does user interviews cost?
User interviews offers several pricing tiers depending on needs:
Package | Price | Key Features |
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Basic | $1,800 per month |
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Professional | $3,600 per month |
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Enterprise | Custom pricing |
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Discounts are offered for annual contracts. User interviews also provides customized enterprise pricing for large contracts.
How does user interviews recruit research participants?
User interviews leverages multiple techniques to recruit qualified research participants that match clients’ screening criteria:
- Respondent database – User interviews maintains a global database of over 125,000+ pre-profiled individuals willing to participate in research.
- Panel partners – They partner with reputable online panel providers to access qualified respondents.
- Social media – Paid and organic social media helps drive targeted respondents to studies.
- External recruitment – For hard-to-find audiences, they employ external recruiters and market research firms.
- Client referrals – Clients can provide access to customers, prospects, employees, etc. to recruit from.
- Follow-up invitations – Past participants can be re-invited to participate in new studies.
By leveraging both their owned channels and external partnerships, user interviews is able to recruit niche, hard-to-reach participants for their clients. Their recruiting team works closely with clients to meet their screening needs.
What are the benefits of using user interviews?
Key benefits for companies using user interviews for UX research include:
- Speed – Quickly source and schedule quality participants for rapid insights.
- Convenience – Remote user interviews means no travel needed for global reach.
- Cost-efficiency – Pay-as-you-go pricing with volume discounts compared to full-time researchers.
- Flexibility – Choose moderated or self-service interviews.
- Targeting – Precisely recruit participants based on attributes and behaviors.
- Insights – Platform for analyzing results helps uncover patterns and actionable findings.
- Scalability – Run studies simultaneously across multiple markets and segments.
By handling the heavy-lifting of research logistics, user interviews makes it faster and easier for companies to gain user insights to drive better product experiences.
What do users say about user interviews?
User interviews maintains an excellent reputation based on customer feedback:
- 99% satisfaction rating from customers on Trustpilot based on over 400+ reviews.
- 4.9 out of 5 average rating on Capterra from 150+ reviews.
- Positive feedback for user-friendly platform, helpful staff, quality participant recruiting.
- 85% of customers renew their contracts each year according to user interviews.
Here are a few sample user reviews:
“The team at User Interviews has been instrumental in gathering insights from our customers that we’ve used to enhance our offerings.” – Director UX Research, Yahoo
“The platform is incredibly intuitive and easy to use. The support team is amazing and has facilitated our research interviews seamlessly.” – User Experience Researcher, Nestle
“I’m doing this for large enterprise companies as well as startups I work with. User Interviews never disappoints.” – Independent UX Consultant
The overwhelming majority of reviews paint user interviews as a trusted industry leader in facilitating impactful user research at scale.
Does user interviews conduct ethical research?
User interviews adheres to industry best practices for ethical user research:
- Informed consent – Participants are provided with information about the study’s purpose and use of data.
- Voluntary participation – Respondents can withdraw from a study at any time for any reason.
- Anonymity – Personally identifiable information is protected and separated from responses.
- Transparent practices – User interviews’ recruiting processes and privacy policies are disclosed.
- Non-biased recruiting – Participants are sourced without discrimination for attributes like gender, race, etc.
- Sensitive topics – Special care is taken with studies involving vulnerable groups or sensitive subject matter.
- Data security – Interview data is encrypted in transit and at rest within their secure platform.
Their in-house research ethics review board vets all practices and studies conducted via the platform. User interviews also complies with EU GDPR data regulations.
Is user interviews secure?
User interviews implements robust security measures to protect client data:
- 256-bit TLS encryption for data in transit.
- Disk-level AES-256 encryption for data at rest.
- SSAE 18 / ISAE 3402 Type II and SOC 2 Type II audited data centers.
- Role-based access controls and permissions.
- Intrusion detection and prevention systems.
- Vulnerability scanning and penetration testing.
- Backups and disaster recovery systems.
Their security white paper provides full details on their security architecture and controls. User interviews undergoes regular independent security audits to validate their security posture.
Conclusion
In summary, user interviews is widely regarded as a reputable company and industry leader in facilitating remote user research. Their platform, recruiting capabilities, security measures, and customer satisfaction rate establish their legitimacy. While costs may be higher compared to fully in-house research, the convenience, targeting, scalability, and insights user interviews provides offers immense value. Their expertise conducting ethical, rigorous user interviews makes them a trusted choice for organizations seeking to engage customers and users to drive better product experiences.