Case Study: IBM achieves scalable usability benchmarking with UserTesting

IBM cuts research cycle lead time and runs 3,000+ sessions a year with UserTesting

IBM, a multinational technology and consulting company, faced the challenge of embedding user-centered design into its product development to better understand consumer needs. They turned to the vendor UserTesting to establish a reliable and scalable method for gaining fast customer insights, aiming to decrease research lead times and reduce costs for brand-blind studies.

The solution involved IBM's user research team, led by Eric Mahlstedt, leveraging the UserTesting platform and its contributor network to conduct both unmoderated and moderated studies, including longitudinal research. By sharing video insights through methods like "Usability Theater," they engaged stakeholders directly. As a result, UserTesting helped IBM establish a repeatable usability benchmarking program, decrease lead time on research cycles to stay ahead of design sprints, and achieve cost savings.

IBM