Case Study: Lenovo achieves scalable UX testing and increased customer satisfaction with UserTesting

How Lenovo improves its user experience to drive business growth

Lenovo, a Fortune 500 technology company operating in 180 markets, tasked its Software UX Design team with making user experience a core driver of product development. The team struggled with limited, biased insights from internal surveys and reluctance to test unfinished work, leaving leadership without the data needed to improve software usability, customer satisfaction, and ultimately software revenue.

The team adopted UserTesting, ran a pilot on Lenovo Vantage that revealed low usability and clear pain points, and then scaled the platform across major software projects. With 2,093 customer interactions in the last fiscal year, access to diverse global users, earlier testing in the design process, and the ability to identify and stop weak projects (e.g., SUS < 80), Lenovo shifted to a customer-centric culture that improved collaboration, product decisions, and business growth.

Lenovo

Diana Gerli

Software UX Manager