Case Study: Vitality achieves better global app usability and member engagement with UserTesting

From local feedback to global transformation, Vitality scaled customer insight across 24 countries

Vitality partnered with UserTesting to bring human insight into every stage of its global app redesign and member communications. The company needed to improve usability, validate new AI and UX features, and ensure its digital experiences resonated across different countries and audiences.

Using UserTesting, Vitality ran 22 usability studies with nearly 500 participants in 24 countries, using unmoderated tests and think-aloud sessions to catch issues early and guide design changes. Vitality also launched the Vitality Insights Community to test ideas and communications at scale, boosting panel open rates by 35% and survey completion rates by 46%, while new metrics like LUV Score and SUPR-Q helped track usability and emotional impact.

Vitality