Case Study: FamilySearch accelerates global user research and China expansion with UserTesting

FamilySearch improves customer insights 10x with UserTesting

FamilySearch, the world's largest genealogy nonprofit, faced a significant challenge when expanding its service to China. The team needed to re-examine Western cultural assumptions in its platform for a new audience but found it difficult, expensive, and time-consuming to source bilingual user feedback. Partnering with UserTesting provided the solution.

Using UserTesting's Live Conversation and insights platform, FamilySearch quickly found target test contributors and gained crucial video feedback. This revealed fundamental differences in user expectations, leading to a complete redesign of the Chinese site. The result was faster adoption, improved stakeholder decision-making, and a 10x improvement in access to customer insights, allowing FamilySearch to successfully connect with new users.

FamilySearch