Case Study: The Home Depot achieves greater customer empathy and delights customers with UserTesting

How UserTesting helped the Home Depot surprise and delight customers with empathy

The Home Depot, the largest home improvement retailer in North America with more than 2,200 stores, launched the Harnessing Customer Emotion initiative in 2019 to weave customer emotions into its decision-making. The goal was to create experiences that not only solve customers’ problems but also make them feel good about doing business with The Home Depot.

Working with internal stakeholders and UserTesting, the team developed a framework to capture emotions across the customer journey, piloting emotion-focused questions and using user highlight videos for emotional product mapping. As a result, The Home Depot gained clearer product roadmaps, increased customer empathy, and shifted toward surprising and delighting customers—helping product managers make more persuasive cases for enhancements and resources.

The Home Depot

Ki Arnould

Senior UX Researcher