Case Study: UserTesting builds a scalable customer panel and cuts recruitment time with Rally

UserTesting cuts recruitment time to 2.4 days with Rally

UserTesting, a company focused on user-centric product development, faced challenges in scaling its research efforts. After a merger, they struggled with inconsistent customer panel management, which led to over-surveying participants and cumbersome incentive processes using disparate systems. This created a poor experience for their customers and slowed down research recruitment.

To solve this, UserTesting implemented Rally, a Research Operations Platform and participant CRM. Rally provided a scalable database, streamlined recruitment with integrated scheduling and incentives, and added governance for security. The results were significant, reducing recruitment timelines from weeks to just 2.4 days and achieving a 104% fill rate. Rally helped UserTesting improve customer satisfaction and operational efficiency.

UserTesting