UserTesting B2B Case Studies & Customer Successes

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

1-800-PACK-RAT

Tiffany Glass

Chief Digital & Technology Officer

AAA Club Alliance achieves 30% lift in organic conversions and 39% revenue growth with UserTesting

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

Alaska Airlines achieves pandemic rebound and boosted customer confidence with UserTesting

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

Apartment List achieves increased revenue and reduced costs with UserTesting

Apartment List

Daniel Kim

UX Research Manager

ATB Financial achieves rapid product iteration and doubles testing frequency with UserTesting

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 achieves 80% time savings and more customer-centric experiences with UserTesting's Live Conversation

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

Betway Group achieves 600% increase in app downloads in emerging markets with UserTesting

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

Burberry drives app engagement — 200% increase in personalized-content interactions and App Store rating to 4.9 with UserTesting

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 achieves rapid, evidence-based product validation with UserTesting

Canadian Tire

Steve McGuire

Associate Manager of Digital Usability and Optimization

Canva achieves optimized onboarding and boosts new-user confidence with UserTesting

Canva

Melanie Perkins

Co-founder and Chief Executive Officer

CaringBridge achieves 25% increase in app engagement and higher ratings with UserTesting

CaringBridge

Monika Perkerwicz

Mobile UX Designer

CarMax achieves faster user insights and improved conversions with UserTesting

CarMax

Chip Trout

Manager, Interaction Design

Cedar achieves faster remote research and improved patient experience with UserTesting

Cedar

Diana Ye

Product Design Lead

Chico's achieves faster UX decisions and increased customer satisfaction with UserTesting

Chico's

Kane Ford

Senior Experience Designer

Clearhead achieves 47% order conversion lift and data-driven solutions for clients with UserTesting

Clearhead

Brendan Moore

Senior Product Optimization Director

Code for America achieves 32% improvement in pre-trial success with UserTesting-powered ClientComm

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

Costco Travel achieves intuitive online bookings and 82% fewer support calls with UserTesting

Costco Travel

Diya Loney

Product Manager

CoverMyMeds achieves faster, patient-centered prescription prior authorizations with UserTesting

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

Deliveroo achieves fast product-name validation and scalable remote customer insights with UserTesting

Deliveroo

Lydia Howland

Head of User Research

DocuSign achieves a 25% increase in ID Verification success and boosts user confidence with UserTesting

DocuSign

Morgan Davis

Manager, User Research

Eccentric Engine achieves a 5x increase in conversions and 30% more customer interactions with UserTesting

Eccentric Engine

Varun Shah

Chief Executive Officer

Everypaw achieves 85% engagement uplift and market share growth with UserTesting

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

Experian achieves 20% process-efficiency gains and richer human insights with UserTesting

Experian

Grant Yurada

Sr. Manager, UX Product Design

Extra Space Storage achieves 3% lift in move-in conversions and 14x faster UI deployments with UserTesting

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

Fandango achieves 3x improved VIP+ usability and faster customer insights with UserTesting

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

Freeletics achieves faster, actionable user insights with UserTesting

Freeletics

Natalia Suarez

Product Designer

GoDaddy achieves faster, higher-confidence customer insights with UserTesting

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

HelloFresh achieves 400% faster insights with UserTesting

HelloFresh

Alice Wang

Senior UX Researcher

HP Inc. achieves 3% increase in website conversions, 7% higher revenue per visit, and 61% improvement in customer satisfaction with UserTesting

HP

Anmeen Leong

Product Manager, Digital Experimentation

IBM achieves scalable usability benchmarking and faster research cycles with UserTesting

IBM

Eric Mahlstedt

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

Notre Dame’s IDEA Center validates 100+ market opportunities and doubles company launches with UserTesting

IDEA Center

Ben Hoggan

Director of De-Risking

Indeed speeds MVP launches and builds a user‑centric Incubator with UserTesting

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

Jotform achieves 800% increase in onboarding completion and 299% Zoom integration growth with UserTesting

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

Krikey achieves 1M users and boosts install conversion from 5% to 40%+ with UserTesting

Krikey

Ketaki Shriram

CTO

Lenovo achieves scalable UX testing and increased customer satisfaction with UserTesting

Lenovo

Diana Gerli

Software UX Manager

Liquid Agency achieves 4x faster customer insights and 75% cost savings with UserTesting

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

Microsoft Corporation achieves 5X faster decisions and market leadership with UserTesting

Microsoft Corporation

Tom Lorusso

Xbox Principal User Research Manager

Microsoft Corporation trains 25 million people and builds customer empathy with UserTesting

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

My Pup Powered by Purina achieves 365% increase in app engagement with UserTesting

My Pup Powered by Purina

Karen Marchi

Product Owner

NBCUniversal achieves millions of new digital subscribers with UserTesting

NBCUniversal

Josh Snow

VP, Product and Design

New York Public Radio achieves a successful Gothamist relaunch and increased audience engagement with UserTesting

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

Pearson achieves a 43% increase in enrollments and improved K–12 virtual learning UX with UserTesting

Pearson

Matthew Cummings

Director of UX Design

Philips achieves agile, customer-first innovation — 80% faster insights and 15× more tests — with UserTesting

Philips

Jiaqi Mao

Growth Hacking Lead, Digital Marketing and Ecommerce

Pimsleur achieves actionable user insights and faster UX turnaround with UserTesting

Pimsleur

Mitch Scuzzarella

Digital Product Manager

Pitney Bowes achieves a 133% increase in customer renewals with UserTesting

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

Skyscanner achieves rapid, insight-driven pivots and stronger brand equity with UserTesting

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

Subway achieves 10X loyalty program enrollments and higher mobile app ratings with UserTesting

Subway

Dave Hunter

Sr. Manager

T. Rowe Price achieves a 37% reduction in online account drop‑offs with UserTesting

T. Rowe Price

Harsha Thayi

Senior Manager, User Experience

TaxSlayer achieves 79% reduction in form-finding time and faster tax preparation 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

The Home Depot achieves greater customer empathy and delights customers with UserTesting

The Home Depot

Ki Arnould

Senior UX Researcher

The Philadelphia Inquirer achieves a 68% increase in mobile checkout rates with UserTesting

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

The Stars Group bridges the empathy gap to win more customers with UserTesting

The Stars Group

Daryn Hobden

Department Head of UX Architecture

Tucows achieves 2X employee growth and 90% positive brand associations with UserTesting

Tucows

Jess Johannson

Chief People Officer

Vistaprint reverses 16% page-exit spike and restores engagement with UserTesting

VistaPrint

Walmart.ca achieves higher on-site conversions and a 13% revenue lift with UserTesting

Walmart

Travers Korobanik

Associate Manager, Experimentation & Research

How Walmart Canada scales their UX practice

Walmart

Webex by Cisco achieves 10X better remote collaboration and 100+ validated features with UserTesting

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

WestJet achieves more accurate voice assistance and increased customer trust with UserTesting

WestJet

Lexie Lawrence

UX Researcher

Wise achieves a 400% increase in online page views with UserTesting

Wise

Jennifer Lee

UX Research Lead

World Education Services (WES) reduces development time by up to 3x and boosts customer satisfaction with UserTesting

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 achieves an 8% conversion lift and improved home-search experience with UserTesting

Zillow

Hernan Savastano

V.P. of User Experience

UserTesting B2B Case Studies & Customer Successes

Case Studies

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