Comparison
Usability testing vs customer research
Two different jobs, and the tools that fit each
A side-by-side of usability testing and customer research. Usability testing checks whether a design works and suits tools like Maze, Lyssna, Userlytics and UsabilityHub. Customer research digs into why people decide the way they do, through moderated interviews or AI-moderated tools like Koji. Use it to decide which kind of tool you need before comparing vendors.
Where this appears
What's in this comparison
Usability testing
- Asks: does this design work?
- A hesitation on a recording shows a UX problem
- Tools: Maze, Lyssna, Userlytics, UsabilityHub
Customer research
- Asks: why do users think, decide and choose?
- A probing follow-up shows the underlying mental model
- Tools: Koji and moderated interviews
Use this image
Free to use in your docs, decks and posts under CC BY 4.0, as long as you credit Koji with a link to this page. To embed it, paste this into your page:
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<a href="https://www.koji.so/visuals/usability-testing-vs-customer-research"><img src="https://www.koji.so/visuals/usability-testing-vs-customer-research/usability-testing-vs-customer-research.png" alt="Comparison of usability testing, which asks if a design works, and customer research, which asks why people decide, with the tools for each." width="1200" height="630" /></a>
<p>Source: <a href="https://www.koji.so/visuals/usability-testing-vs-customer-research">Usability testing vs customer research</a>, Koji</p>
