Case Study: World Education Services (WES) reduces development time by up to 3x and boosts customer satisfaction with UserTesting

How WES exceeds expectations by reducing customer pain points

World Education Services (WES) is a nonprofit that evaluates international credentials for students and skilled immigrants in the US and Canada. Facing a complex "Required Documents" tool—complicated by different country requirements, languages, and multiple stakeholders—and with limited development resources, WES needed to simplify the digital customer journey and improve satisfaction without wasting engineering hours.

By adopting UserTesting, WES quickly ran research with applicants (including users in China and India), produced video highlight reels to build empathy across teams, and used fast feedback to make targeted design changes that handled language and national differences. The work cut decision and development cycles (up to 3x faster), boosted customer satisfaction, and sparked a culture shift—now formalized as "Empathy Theater"—making user-driven improvements repeatable.

World Education Services (WES)

Meera Ravi

Lead Manager