UserTesting B2B Case Studies & Customer Successes

UserTesting helps organizations create insanely great customer experiences by scaling actionable human insights across teams. Combining a participant network, AI-powered analysis, and expert services, we enable companies to validate decisions, innovate faster, and align their teams to customer needs. By embedding human insights into design, development, and launch processes, organizations can eliminate guesswork, save costs, and deliver transformative experiences. Trusted by 3,000+ companies, including 75 of the Fortune 100, UserTesting empowers teams to close the experience gap and proactively meet customer expectations.

How the moving and storage leader avoided disaster when they upgraded their ecommerce website

1-800-PACK-RAT

Tiffany Glass

Chief Digital & Technology Officer

How AAA Club Alliance mitigates risk while growing its business in today's economy

AAA Club Alliance

James Lane

UX Manager

How A&F Co. utilized customer insights to build the online A&F Wedding Shop and evaluate the in-store experience for their Hollister brand

Abercrombie & Fitch Co.

Laurel Stanley

Sr. Director, Digital Product Design

How direct feedback from users helps Adobe improve its iconic Photoshop product

Adobe

Jaime Vasquez

Principal Experience Architect & Digital Strategist

How Adobe utilized human insight to help BRP showcase their products across 180 websites

Adobe

Jacob White

Senior Experience Architect

How the home security company assessed perceptions of key competitors to guide their marketing and product development

ADT

Abhijeet Bhattacharya

Senior Director - Product and Experience Design

How customer listening and beyond device testing powered Alaska Airlines’ rebound through the pandemic

Alaska Airlines

Aubri Denevan

Senior UX Researcher

How Amazon leverages insight from existing and potential customers to improve the seller experience

Amazon Seller Central

Ann Hsieh

Head of Research, Principal

How AWS works with UserTesting to bring their customer obsession principle to life

Amazon Web Services

Matt Menz

VP, Product Design

How American Airlines built a benchmarking program to make booking and managing flights easier for customers

American Airlines

Kimberly Cisek

VP of Customer Experience

How Ancestry improved their trial experience, increasing revenue from new subscribers by 6%

Ancestry

Maria Cuasay

Director of Product, Growth

How a focus on empathy is helping more renters find homes they love

Apartment List

Daniel Kim

UX Research Manager

How ATB Financial rapidly innovates their platform with customers in mind

ATB Financial

Jesús Ramirez

Senior UX Manager

How the makers of AG1, the all-in-one health drink, blend a marketing message that customers love

Athletic Greens

Grace Pawlowski

Senior Manager, Product Marketing & Customer Strategy

How the UK’s first digital-only bank used human insight to build better digital experiences and increase its App Store rating to 4.8

Atom Bank

Liam Dexter

Lead User Experience Designer

Autotrader.com improves experience to better match customer journey and digital behaviors

AutoTrader.com

Bradley Miller

Senior User Experience Researcher

What happened when Banco Sabadell required all their digital experiences to earn a QXscore® of 85 before they go live

Banco Sabadell

Silver Bruna

Design Director

How Betway utilized human insight to increase app downloads by 600% in emerging markets

Betway Group

Jeremy Coutts

Customer Experience Strategist

How BT Group leveraged human insights to establish EE as their consumer brand, improve their app, and optimize their Aimee AI chatbot

BT Group

Conor Ward

Director of Design, EE & Consumer Division

How Burberry improved their app experience and their development of personalized content

Burberry

Thomas Arnold

Senior User Experience Researcher

How Calm increased their research speed by 10x and developed the progress tracker for their wellness app

Calm

Chase Clark

Lead UX Researcher

Canadian Tire proactively validates product updates through weekly user tests

Canadian Tire

Steve McGuire

Associate Manager of Digital Usability and Optimization

Canva uses UserTesting to optimize onboarding experience

Canva

Melanie Perkins

Co-founder and Chief Executive Officer

How CaringBridge increased app engagement by 25%

CaringBridge

Monika Perkerwicz

Mobile UX Designer

CarMax uncovers insights to improve customer experience with UserTesting

CarMax

Chip Trout

Manager, Interaction Design

How Cedar better serves healthcare leaders and patients during COVID-19

Cedar

Diana Ye

Product Design Lead

How Chico's uses fast feedback and video insights to grow loyal customers

Chico's

Kane Ford

Senior Experience Designer

Clearhead Leverages Usertesting to Develop Data-Driven Solutions for Clients

Clearhead

Brendan Moore

Senior Product Optimization Director

Code for America keeps people out of jail by improving outdated communications system

Code for America

Manya Scheps

Senior Product Manager

How the world's second-largest coffee shop chain designed a smooth pre-order function for their Click & Collect app

Costa Coffee

Dave Adamson

Senior Manager - Global Digital Experience Design

How Costco Travel built a better online travel booking experience

Costco Travel

Diya Loney

Product Manager

CoverMyMeds eases patient pain points by improving prescription authorization process

CoverMyMeds

Frank Rosile

UX Designer

How the music streaming service developed the Flow Moods AI function, generating mood-based playlists for millions of customers

Deezer

Tom Abourmad

User Researcher

How Deliveroo leveraged customer feedback to quickly determine new product feature names before launch

Deliveroo

Lydia Howland

Head of User Research

How DocuSign keeps users signing on the dotted line

DocuSign

Morgan Davis

Manager, User Research

How Eccentric Engine develops 3D technology to improve the car buying experience in India and beyond

Eccentric Engine

Varun Shah

Chief Executive Officer

How Everypaw pet insurance used human insight to refine a TV campaign that increased their market share

Everypaw

Diane Leung

Conversion Rate Optimisation Manager

How Expedia Group saves over seven figures a year with fast customer feedback

Expedia Group

Tammy Snow

Head of User Research

How Experian unlocks the power of human insights

Experian

Grant Yurada

Sr. Manager, UX Product Design

How Extra Space Storage stays a top player in the self-storage industry

Extra Space Storage

Brooke Stencil

Vice President Digital Marketing

How FamilySearch helps people around the world find joy in connecting with their relatives

FamilySearch

Gregg Richardson

Head of Product Strategy

How Fandango draws a crowd of 67 million moviegoers every month

Fandango

Margaret Wilhelm

Vice President, Customer Insights

How Finastra's insights return higher value with continuously improving financial experiences

Finastra

Shamraiz Gul

Senior UX Lead

How Freeletics delivers digital fitness for everyone with fast feedback from UserTesting

Freeletics

Natalia Suarez

Product Designer

How GoDaddy delivers a more targeted customer journey to small business owners

GoDaddy

Ashley Chinzi

CX/UX Researcher

How the biopharma leader builds websites that educate healthcare professionals about medicines and vaccines

GSK

Jon Warden

Head of User Experience & Design

How the UK apparel maker used human insight to improve their apps and their website in just a few months

Gymshark

Maxwell Petitjean

Head of Product Insights

How Helix used human insights to improve their enrollment process and drive expansion of their digital experience to multiple health systems

Helix

Craig Newman

Chief Transformation Officer

How the world’s leading meal kit provider uses fast human insight for 9 out of 10 initiatives

HelloFresh

Alice Wang

Senior UX Researcher

How customer feedback helped HP close the empathy gap and increase revenue

Anmeen Leong

Product Manager, Digital Experimentation

How IBM leverages customer insights into business success

IBM

Eric Mahlstedt

Head of User Research for Cloud, Data, and AI business units

How Notre Dame turns ideas into profitable business realities

IDEA Center

Ben Hoggan

Director of De-Risking

How the Indeed Incubator uncovers human insights to help more people find jobs

Indeed

Ann Enders

Director of UX

How ING Spain scales UX by empowering customer journey experts

ING Direct Spain

Javier Sierra Merino

User Research Expert Lead

Intermountain Health’s drive to improve their online experiences–which led to a 39.6% increase in new patient scheduling

Intermountain Health

Tucker Christiansen

Director of Product Management

How product marketing and brand design help Jotform write the company’s next chapter

Jotform

Aytekin Tank

Chief Executive Officer

How KeyBank leveraged human insight to upgrade their ATMs and increase net promoter scores by 44%

KeyBank

Martin Davidson

Director, Key Design Studio

How the 150-year-old consumer products leader leverages valuable insights from shoppers across the world

Kimberly-Clark

Andy Ford

Global Head of UX

How Kimberly-Clark’s Professional Division uses QXscore to measure performance on its B2B website

Kimberly-Clark

Andy Ford

Global Head of UX

How changes to Kiva’s online lending platform helped fund 7,000 new borrowers

Kiva

Meg Gloudemans

Senior User Researcher

How Krikey quickly reached one million downloads of their AR gaming app

Krikey

Ketaki Shriram

CTO

How Lenovo improves its user experience to drive business growth

Lenovo

Diana Gerli

Software UX Manager

How quick user insights help shape brand strategy and creative for Liquid’s clients

Liquid Agency

Samantha Tazzia

Campaign Planner

How Little Caesars redesigned the online checkout process to drive a significant increase in their weekly order count

Little Caesars Enterprises

Erica Olson

Lead UX

How Microsoft scales customer empathy to drive innovation and market leadership

Microsoft Corporation

Tom Lorusso

Xbox Principal User Research Manager

How Microsoft Learn helps 25 million people learn new skills and get better jobs

Microsoft Corporation

Rachel Price

Senior Information Architect

How Motorpoint used insight from customers to build a sleek car buying experience in-store and on the company's website

Motorpoint

Razvan Ghica

Head of Design

How Purina uses human insight from UserTesting to make their My Pup app a treat for dog owners

My Pup Powered by Purina

Karen Marchi

Product Owner

How NBCUniversal improves experiences across its platforms, channels, and brands

NBCUniversal

Josh Snow

VP, Product and Design

How America's largest public radio group consistently delivers award-winning programming

New York Public Radio

Chris Hardtman

Senior Director, Digital Design and UX

How NRG Home and Reliant used human insight to refine their company mascot and revise ad campaigns before publishing them

NRG Energy

Elizabeth Killinger

President

How Panera Bread cooked up a new catering website to earn an 18% increase in revenue per visit

Panera Bread

Andy Parquette

Lead UX Designer

How Pearson K-12 Virtual Schools adapted their learning platform to better serve an influx of new teachers and learners

Pearson

Matthew Cummings

Director of UX Design

How Philips improves people's lives using empathy to innovate solutions that better meet their needs

Philips

Jiaqi Mao

Growth Hacking Lead, Digital Marketing and Ecommerce

How Pimsleur’s small team is discovering actionable insights

Pimsleur

Mitch Scuzzarella

Digital Product Manager

How UserTesting helped Pitney Bowes increase customer renewals 133%

Pitney Bowes

Michael Touna

UX Manager

How PSA crafted their Grade Reveal experience and Collectors developed functionality for the Goldin Auctions website

PSA & Collectors

Dan Van Tran

Chief Technology Officer

How Sage leverages customer insights and QXscore™ to elevate digital experiences and drive a 22% increase in website conversions

Sage

Sarah Coll

Director of Digital Experience,

How Scotts Miracle-Gro creates exceptional digital experiences across its portfolio of brands

Scotts Miracle-Gro

Jess Bailey

User Experience Manager

How human insights help Skyscanner adapt to uncertainty in a changing world

Skyscanner

Oli Mival

Director of User Research

How Europe's largest made-to-order printing business leveraged competitor insight to launch new features and increase sales

Spread Group

Dave Gorman

Director of Customer Experience

With customer insights on the menu, the world’s largest franchise was able to grow its loyalty program

Subway

Dave Hunter

Sr. Manager

How the right tools helped T. Rowe Price quickly solve a business-critical design problem

T. Rowe Price

Harsha Thayi

Senior Manager, User Experience

How TaxSlayer makes tax preparation painless with UserTesting

TaxSlayer

Jesse Nichols

UX Designer

How the UK retail bank understands customer behaviors, tests marketing materials, and developed their online claims process

Tesco Bank

Catherine Richards

Head of Customer Design

How UserTesting helped the Home Depot surprise and delight customers with empathy

The Home Depot

Ki Arnould

Senior UX Researcher

How The Philadelphia Inquirer expedited their transition to digital, and increased mobile checkout rates by 68%

The Philadelphia Inquirer

Matt Boogie

Chief Technology Officer

How Adobe, Google, Readability Matters, and the University of Central Florida create breakthrough technology that improves reading for everyone

The Readability Consortium

How the Stars Group is closing the empathy gap to win more customers

The Stars Group

Daryn Hobden

Department Head of UX Architecture

How Tucows uses human insights to attract top talent

Tucows

Jess Johannson

Chief People Officer

How Vistaprint averted disaster by discovering the source of a 16% spike in page exits

VistaPrint

Walmart.ca increases on-site conversions by tailoring experiences to customer needs

Walmart

Travers Korobanik

Associate Manager, Experimentation & Research

How Walmart Canada scales their UX practice

Walmart

How Cisco Webex is making remote collaboration 10X better than in-person meetings

Webex by Cisco

Mani Pande

Former Head of UX Research

How Wells Fargo designs with beauty in mind to earn a 4.9 rating from customers on The App Store

Wells Fargo

Sharon Meaney

Design Research & Strategy Specialist

How WestJet uses customer sentiment to make air travel more convenient

WestJet

Lexie Lawrence

UX Researcher

How Wise relies on UserTesting to help over 10 million people and businesses manage their money across the world

Wise

Jennifer Lee

UX Research Lead

How WES exceeds expectations by reducing customer pain points

World Education Services (WES)

Meera Ravi

Lead Manager

How YBS worked with UserTesting’s Professional Services team to address the UK Consumer Duty and raise customer understanding

Yorkshire Building Society

Tina Hughes

Director of Digital & Marketing Channels

How the world leader in customer support software masters product design and development

Zendesk

Pooja Patel

Senior UX Researcher

How Zenni Optical leverages Contentsquare and UserTesting together to create a profitable guest checkout experience

Zenni Optical

Justine Issavi

Director of Research

How Zigzag used human insight to develop the Ziggy AI chat function for their popular puppy coaching app

Zigzag

Jack Mitchell

Head of Product & Operations,

Zillow improves home search experience, increasing conversion by 8 percent

Zillow

Hernan Savastano

V.P. of User Experience

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UserTesting B2B Case Studies & Customer Successes

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