Case Study: Cathay accelerates customer-led design and reduces rework with UserTesting

Cathay leverages UserTesting to scale insights, reduce costs, and design customer-centric digital experiences

Cathay wanted to bring human insight into every touchpoint and shift toward designing with the customer. Using UserTesting, the airline integrated real user feedback across product, design, engineering, and research to better evaluate early concepts and improve onboarding and support experiences.

With UserTesting, Cathay tested in-progress flows, uncovered emotional friction, and embedded customer insight into development from the start. The result was a faster-moving DEX team that reduced rework and made decisions with greater confidence, grounded in feedback from real users around the world.

Cathay

Andrew Eldon

GM, Digital Experience