The document introduces My Recruit, a product from UserTesting that allows companies to test websites, apps, prototypes and more with their own customers. It provides examples of how several companies are using My Recruit to gain insights directly from their users, employees or customer bases. Specifically, it discusses how My Recruit allows for instant testing on any platform or device, targeting specific audiences, and eliminating internal bias. The document also provides tips for using My Recruit, such as strategizing recruitment, offering incentives, and building a community over time to continually test products.

1. Introducing My Recruit:
Gain on-demand insights from
your customer base
#UTwebinar @UserTesting
Shyna Zhang
Product Marketing, UserTesting
Josh Kunz
Sr. UX Researcher, Product Insights, UserTesting

2. UserTesting’s on demand customer
insights platform enables companies
to create powerful products and
exceptional customer experiences.
#UTwebinar

3. We Partner With Thousands Of Customers
#UTwebinar

4. Across All Platforms, At All Stages Of Development
Watch customers interact with:
DESKTOP SMARTPHONE TABLET
WEBSITES APPS &
PROGRAMS
PROTOTYPES &
WIREFRAMES
SURVEYS PHYSICAL
PRODUCTS
Anywhere people interact with your brand:
AT HOME AT A STORE ON THE GO
On any pla6orm or device:
#UTwebinar

5. 8 Shyna Zhang
Product Marketing
UserTesting
Josh Kunz
Sr. UX Researcher, Product Insights
UserTesting

7. Introducing My Recruit:
Shyna Zhang
Product Marketing
Josh Kunz
Sr. UX Researcher, Product Insights
Gain on-demand insights from your customer base

8. Agenda:
• My Recruit – what problem are we solving?
• Demo & Flow – ordering & tester experience
• Do’s and Don’ts

9. We provide insights from
Real People Interac.ng
With Any Brand
regardless of device or locaNon

10. “Works at the pace of your
business”
In-the-moment Access
Every Business Decisions Powered by Human Insights
”More humans on demand
than the rest of the industry
combined”
Massive, Diverse Panel
”Understand moments of
decision at every stage of
the customer journey
360o Applicability

11. Your Customers are Changing
9 out of 10 customers
choose companies with the
strongest omni-channel
engagement strategies
- Aberdeen Group
Demand Consistent
Experiences
67% of customers
mention bad
experiences as a
reason for churn
- Esteban Kolsky
Want a DelighIul
Experience
70% of buying
experiences are
based on how the
customer feels
- McKinsey
Want to Feel Heard

12. “It's really nice to have your panel, but…
why can’t we just target a user we know
uses our site every week, and ask them?”
Boone Spooner
Director of Consumer Product

13. Seamlessly run tests on websites
(mobile and desktop) your own
employees, partners, customers,
and people from other panels.
My Recruit

14. Instant ordering process
Customers can now set up these tests
on their own
Simplified mobile-friendly experience
Web landing page for recruits, which
can carry the customer's branding
Easy-to-install test management and
recording software
Windows and Mac computers
(Teflon, the Chrome plugin) and iOS
and Android mobile devices

15. 1. Identify the users you want to
test (user base, employees, etc)
2. Send users an email with an
autogenerated custom link with
directions to download the
Mobile Recorder or desktop
browser extension, which carries
your own branding.
3. View all of the videos in your
dashboard
How it works

16. So, what kinds of customers use My
Recruit?

17. Unique customer set
Melissa Sweet
UX Researcher
Before My Recruit
• Did internal testing or leveraged UserTesting
Panel, however, found it difficult to find users that
are well versed in fitness and fit their criteria
• Once they were able to find the appropriate tester,
quality of the feedback wasn’t always on target
After My Recruit
• Looking for testers who are avid fitness
enthusiasts, familiar with the Strava language, and
could provide accurate feedback on interface
• Reached out to 200 of their customers about a
website experience that they are looking to port to
mobile web
• Put data into action by integrating feedback into
their product development processes(2 weeks or
even less)
Social network for athletes, with an intense
culture focused on activity data which influences
their product development

18. Special language requirements
Emily Bergeron
UX/Digital Strategist
Before My Recruit
• Recruited and invited French speaking
professionals into the office to walk through a
prototype live with a moderator
• Found difficulty in recruiting these
professionals to come in the office and required
expensive incentives given the commitment
required
After My Recruit
• Able to instantly test websites with French
speaking customers
• Saved significant time and cost due to lack of
overhead required to bring folks into the office
• Used My Recruit in addition to the in person
testing to collect richer data

19. Specific feature flow
Ethan Newby
UX/Statistical Analysis
Before My Recruit
• Study required testers with a lot of context on Chegg’s products, so
couldn’t just throw alpha out to UserTesting Panel
• Previously would have intercepted users on website or in person lab
• Found UserTesting Panel provides good feedback for first time user
experience, but not enough for deeper/richer navigation feedback
• Found sourcing testers difficult as he could find Chegg customers in
the UserTesting panel (ie. students), but hard to screen for the
Chegg customer with a specific demographic (ie. tutors or textbooks
purchasers)
After My Recruit
• Tested navigation flow for the Chegg Mate App to a closed Alpha
group of 20 people and further whittled it down to 4 most active/
engaged users
• Benefit: low cost, didn’t have to take an entire day to get 5
participants, quick read on 5-10 users, and watch videos at 3x speed
to get info needed quickly
• Future use cases: within the Chegg Mate app, you can test with
people who are using a certain feature of the app
Wanted to test Chegg Mate Mobile Web App
(which goes along with Chegg Study app) for
navigation flow

20. Proprietary customer experience
Andy Smith
User Experience Manager - Global Revenue
Systems
Responsible for B2B business: digital usability for
organizations booking hotels from central
reservations
Before My Recruit
• Previous to UserTesting, IHG never did remote
usability testing, using 1x1 in person feedback
sessions
• Since all B2B new products/tests had to remain private
for competitive purposes, IHG B2B could only use
Private Panel which he found painful, tedious, and
lengthy
After My Recruit
• Usability is one of the hardest things to get ingrained in
a company’s culture. IHG is mostly focused on
managing hotels. They have development department
but that historically hasn’t been focused on usability
testing.
• Saved significant time and cost due to a lack of
overhead required to bring folks into the office
• Speed and Privacy are the 2 most importantly things
for the IHG business and My Recruit hits on these

21. Insights into impressions
Roger Feinstein
Director of Market Intelligence
Before My Recruit
• Given that NEJM has a niche professional audience (existing
users of web properties who play different roles in the
healthcare world: medical researchers, clinicians, medical
educators, healthcare execs, etc..), they have previously
created their own private panel to test new products
• Really appreciate the option to use UT panel, however,
confidence in veracity of role of the person that’s doing the test
is not 100%, which is why they needed My Recruit
After My Recruit
• Reached out to about 20 testers to test NEJM flagship
website
• Wanted to gain website insights:1) impressions - does it
look/feel familiar/attractive? on brand? 2) success to
perform various tasks that are aligned with goals - is the
multimedia discoverable? 3) overall modernization of site
• Saved significant time and cost due to lack of overhead
reaching out to Prof Services/ULT
Leads corporate marketing research with the goal of
delivering customer insights to product teams to
improve their marketing and product

22. Eliminate internal bias
Danielle Hobbs
Customer Experience Specialist
Responsible for supporting Product Teams: Credit
cards and cash online.
Before My Recruit
• Previous to UserTesting,feedback has been gathered
internally with staff and was quite biased, so being able to
connect with customers and noncustomers provides better
insights
• Previous to Private Panel and My Recruit. Macquarie would
have people sign up and opt in an in-house survey,
however, Macquarie couldn’t see testers’ thought process or
what they are doing in product
After My Recruit
• Have a list of customers that have signed up to provide
feedback - wanted My Recruit to reach out to them easily
• Biggest benefit: it’s instant, it’s an email from Macquaire, we
are able to target specific customers (ie. elderly customers)
• CX is able to get buy in right from the start by showing the
product team directly the feedback videos and see/hear
from customers and noncustomers

23. Great! Show it to me!

24. My Recruit Do’s and Don’ts
Do
Strategize about your recruitment and communication
Offer an incentive for completed tests
Build a community over time to test and retest
Don’t
Try to recruit testers who aren’t familiar with your brand or product
Forget to follow up once if your test hasn’t filled
Underestimate the number of folks needed to fill a test strategy – expect a
longer turn around than the UserTesting panel

25. My Recruit gives you customer insight
Test and retest to create
a consistent customer
experience
Cost effec.ve
tes.ng
Instantly
autogenerate tests
to send to your
users
In-the-moment
access
Understand how your
customer feels about
their experience
Self-service
insight

26. Questions?