Case Study: Microsoft Learn improves customer empathy and speeds UX decisions with UserTesting

Microsoft Learn helps 25 million people build skills with UserTesting

Microsoft Learn, a division of Microsoft that provides education and certification on its products, faced the challenge of structuring its online content to better meet the needs of millions of global learners. They needed to understand user behavior to build more meaningful experiences and develop behavioral archetypes without relying solely on demographics. Microsoft selected UserTesting as its preferred vendor for qualitative user experience insights to address this.

Using the UserTesting platform, Microsoft's UX research team conducted qualitative studies to uncover user mental models and attitudes. This research led to the development of five behavior-based archetypes, which provided a shared foundation of customer understanding across the entire organization. The solution from UserTesting enabled faster, more efficient decision-making, reduced time spent hunting for evidence, and allowed the large company to achieve market agility. This shared understanding helped prevent work from happening in silos and ensured changes could be made quickly at a massive scale.