Case Study: Fandango improves VIP+ loyalty usability with UserTesting

Fandango improves VIP+ usability 3x with UserTesting

Fandango, a major movie ticketing and information platform, faced a challenge in improving the user experience of its VIP+ loyalty program to drive higher adoption in a competitive market. They needed unbiased feedback to understand how to make the reward redemption process more effortless and compelling for users. To achieve this, they turned to the UserTesting platform for remote unmoderated user testing.

Using UserTesting, Fandango recruited frequent moviegoers from its network to complete tasks and provide real-time feedback on the VIP+ redemption flow. The insights gathered allowed design, product, and marketing teams to quickly implement improvements, resolving bugs and clarifying messaging. This process cut decision-making time in half and led to a best-in-class program, ultimately resulting in a threefold improvement in usability and increased ticket sales that positively impacted the bottom line.

Fandango