Case Study: Motability Operations achieves 24-hour user testing and 60-70% faster task completion with UserTesting

Motability Operations cuts time-on-task by 60-70% with UserTesting

Motability Operations, a not-for-profit UK transport provider, faced a challenge in understanding its users. When the UX Manager joined, the company relied on slow, expensive moderated testing, which led to decisions being based on internal opinions rather than customer evidence. The primary goal was to find a way to make user insight fast and integral to their process, leading them to evaluate several solutions, including UserTesting.

After a thorough evaluation, Motability Operations chose the UserTesting platform. The solution enabled them to run prototype tests with results in under 24 hours, a dramatic improvement from their previous two-week timeline. This shift created a culture where testing became a baseline expectation. A key result was a 60-70% reduction in time-on-task after a data-driven information architecture redesign. UserTesting provided the authentic customer voice needed to influence the entire business and secure investment for important projects.

Motability Operations