Case Study: Betway Group achieves 600% increase in app downloads in emerging markets with UserTesting

How Betway utilized human insight to increase app downloads by 600% in emerging markets

Betway, a global online gaming and betting provider, needed to increase Android app adoption in two key emerging markets where their app doesn’t appear directly in the Google Play Store. Although internal tests showed no obvious issues, the team couldn’t explain why customers hesitated to download the app and set a target to more than double app installs.

Using UserTesting to capture real customer feedback, Betway redesigned its external landing page—simplifying language, addressing pop-up security concerns, adding a quick download link, embedding an FAQ video, and highlighting features and benefits. The changes drove a 600% increase in app downloads across the two regions and a 25% rise in push notification opt‑ins, while boosting internal demand for human-centered CX insights.

Betway Group

Jeremy Coutts

Customer Experience Strategist