Case Study: BigBasket reduces UAT time and boosts conversions with UserExperior

UserExperior Helps BigBasket Monitor UX on New Features and Critical Design Changes

BigBasket, India's largest online grocery store, faced significant challenges with its bbdaily app. The design team lacked tools to monitor user behavior and conduct effective research. Their User Acceptance Testing (UAT) process was particularly cumbersome, taking over five days and consuming 400-500 hours of designer effort per change, while yielding limited insights from a small customer sample.

UserExperior provided a suite of visual analytics tools, including session replays and heatmaps, to monitor user interactions. This solution enabled BigBasket to identify conversion bottlenecks, monitor new features like address maps and a chatbot, and help developers quickly replicate crashes. As a result, UserExperior helped reduce UAT time from over 400 hours to just a few hours, tripled the Add-to-Cart conversion rate, and led to a threefold reduction in user complaints.

Bigbasket

Rahul Baskaran

Product Designer