Case Study: UserTesting achieves a 29% increase in key-feature usage with Pendo

How UserTesting revolutionized onboarding and engagement with Pendo

UserTesting, led by product manager Ashley Papagno, needed to turn a one-off welcome into a lasting onboarding experience to improve retention and feature adoption. Their simple five-step guide and a buggy third-party tool left many users logging in but failing to start drafting tests—the critical first action—so the team sought a contextual, in-app solution to close that gap.

By pairing UserTesting’s customer-insight research with Pendo’s codeless analytics and in-app guides, the team built personalized, multi-step walkthroughs and targeted messaging that nudged users through key moments (like creating a test). The result: a 29% increase in users reaching the “Draft Test” stage, higher adoption of underused features (e.g., a redesigned Share box retained regular use among 90% who found it), faster feature rollouts, and better ongoing feedback to drive retention.

UserTesting

Ashley Papagno

Product Manager