Case Study: Experian achieves 20% process-efficiency gains and richer human insights with UserTesting

How Experian unlocks the power of human insights

Experian, a global FTSE 100 credit reporting and marketing services firm with operations in 37 countries, faced a UX challenge: several products served distinct user types (power users and end users), but researchers could only easily gather NPS feedback from power users, leaving a large portion of the user base—and their unfiltered needs—excluded from key messaging and design decisions.

Experian began using UserTesting to reach both power users and end users and to follow up NPS signals with qualitative interviews. The approach delivered richer, actionable human insights that helped teams prioritize sprints, led to a 20% improvement in a major client’s process after addressing issues identified by 10 users, and boosted the UX team’s internal credibility and demand for more voice-of-the-customer research.

Experian

Grant Yurada

Sr. Manager, UX Product Design