Case Study: Kimberly-Clark achieves measurable UX impact at scale with UserTesting

How Kimberly-Clark’s Professional Division uses QXscore to measure performance on its B2B website

Kimberly-Clark Professional Division needed a way to measure UX in a way that aligned product goals with broader business objectives and helped stakeholders understand how design changes affected performance. The team was looking for a scalable measurement framework, and turned to UserTesting’s UX insights approach to translate user experience into meaningful business metrics.

UserTesting implemented a UX measurement framework using its QXscore and UX insights platform to track usability, attitudes, and behaviors before and after a redesign. This gave Kimberly-Clark a single metric to share across stakeholders, helping prove the redesign’s impact on business outcomes and measure progress over time, including factors tied to sales and support costs.

Kimberly-Clark

Andy Ford

Global Head of UX