Case Study: Burberry boosts personalized app engagement with UserTesting

Burberry boosts personalized content engagement by 200% with UserTesting

Burberry, a British luxury fashion house, sought to improve its digital customer relationships, particularly within its app, by increasing engagement through personalization. The challenge was integrating customer insights into a workflow where little testing previously existed. They partnered with the vendor UserTesting to bring customer voices directly into their development process.

The solution involved implementing a User Testing and Research program with UserTesting. This allowed Burberry to test features with internal teams and gather human insights to guide content personalization and surface key app features. The results were significant: a 200% increase in customer interaction with personalized content and a rise in their App Store rating from 4.6 to 4.9 over seven months, directly attributed to the work with UserTesting.

Burberry