Why Read This
Forrester scanned the market for vendors offering online usability testing tools and found two types of solutions: installable software and software-as-a-service (SaaS). All of the six vendors we interviewed allow clients to record usability testing sessions. Some also let clients comment on and edit the recorded sessions or provide written summaries. To select the right tool, customer experience professionals should start by creating a shopping list that defines what the purpose and the scale are of the usability test, the skill sets of their internal team, and their budget.