Creating Faster, More Efficient Feedback Loops in Real-Time with UserTesting CTO, Kaj Van De Loo

<p>Every year millions of products and services hit the market with sky-high aspirations, and every year millions of those same products and services fail. The reason? Consumer expectations are rising, which means their tolerance for a bad experience, has all but disappeared.</p><p><i>“We tend to remember the good experiences that we have, and that creates expectations across all other similar or comparable experiences,”</i> Van De Loo said. <i>“This was something we saw a lot of — the first experience with a new platform determines whether they’re going to work with them in the future or not. The bar keeps rising. It keeps getting higher and higher. Especially with these newer experiences.”</i></p><p><i> </i><a href="https://www.linkedin.com/in/kajvandeloo">Kaj Van De Loo</a> is the CTO of <a href="https://www.usertesting.com/">UserTesting</a>, a human insight platform that provides companies with the opportunity to gather real-time feedback, from real customers, regardless of where an item stands within the development process. On this episode of IT Visionaries, Kaj joins me for a conversation centered on how UserTesting is creating real-time feedback loops based on the emotions and interactions real people experience with a product. Plus, Kaj goes under the hood and explains how UserTesting is using these insights to create actionable insights for their clients.</p><p><strong>Main Takeaways</strong></p><ul><li><strong>So Simple Even I Can Use It</strong>: Consumers are now evaluating a product or service on everything from design, to pick-up and drop-off location, but the number one thing that is making or breaking a consumer’s experience is overall ease of use. Products or services that have more steps to reach the same conclusion as a product that had a similar, more streamlined approach, always received negative feedback.</li><li><strong>Jury by Your Peers</strong>: One of the biggest influences in how new platforms are being evaluated now is based upon the experience shoppers have on a similar website. If