Case Study: Liberty Mutual strengthens customer empathy and stakeholder buy-in with PlaybookUX

Liberty Mutual speeds stakeholder buy-in with PlaybookUX’s unlimited team seats

Liberty IT, the innovation division of Liberty Mutual, faced the challenge of fostering customer empathy and building a centralized system for user research. To support their customer-centric initiatives, they needed an organized repository for testing and storing feedback. They implemented user testing software from PlaybookUX to address this.

PlaybookUX provided a solution that enabled regular user testing sessions. The vendor's platform offered features like participant recruitment, clips and highlight reels for sharing feedback, a tagged repository for insights, and unlimited seats for collaborative analysis. This helped Liberty Mutual create a culture of customer empathy and secure stakeholder buy-in by allowing the team to hear directly from users.

Liberty Mutual