Case Study: Deliveroo achieves fast product-name validation and scalable remote customer insights with UserTesting

How Deliveroo leveraged customer feedback to quickly determine new product feature names before launch

Deliveroo, the London-based online food delivery company operating across 12 countries, needed to adapt quickly as COVID-19 changed customer, rider and restaurant behaviours and in-person research became impossible. With the research team at capacity, the business sought flexible, remote methods to gain fast attitudinal insights across its three-sided marketplace, track market-specific pandemic effects, and empower designers to run tests without sacrificing research quality.

Deliveroo implemented UserTesting (and MyRecruit) to run rapid, verified remote studies across customers, riders and restaurateurs, giving designers direct access to conduct tests at key design stages. The platform enabled three-to-four weekly tests, faster naming and product decisions (a new name was chosen within days), sustained research quality, and stronger strategic planning — results that drew executive praise for speed and impact.

Deliveroo

Lydia Howland

Head of User Research