Case Study: Kimberly-Clark improves UX performance with UserTesting

Kimberly-Clark boosts task success 19% with UserTesting

Kimberly-Clark Professional Division sought to explicitly tie user experience improvements to business outcomes, particularly for a B2B website redesign. Their challenge, as explained by Global UX Design Lead Yuan Zhou, was that traditional metrics like analytics and NPS failed to provide a holistic measure of UX impact for stakeholders. To solve this, they partnered with UserTesting and utilized its UserZoom platform, specifically the QXscore metric.

The solution involved implementing UserTesting's QXscore framework to measure user attitudes and behaviors before and after the redesign. This provided a single, aligned metric to track UX performance. As a result, Kimberly-Clark achieved a 19% increase in task-success rate and a 36% reduction in time on task. UserTesting enabled the team to translate these UX gains into quantified annual cost savings for the $3B business, improving internal communication and prioritization.

Kimberly-Clark