Case Study: Tesco Bank improves customer experiences and reduces risk with UserTesting

Tesco Bank improves online claims and reaches 20 million Clubcard members with UserTesting

Tesco Bank, a UK retail bank, sought to become more customer-obsessed and mitigate risk before launching new products and services. Their challenge was to better understand customer behaviors and test marketing materials. To achieve this, they partnered with UserTesting to gather human insight from contributors during the discovery phase of projects.

UserTesting provided the solution by enabling Tesco Bank to test various initiatives. This included optimizing in-store credit card ads, refining complex customer letters, developing the Clubcard Pay+ program, and building a fully online insurance claims process. As a result of using UserTesting, Tesco Bank made data-driven decisions, improved customer communications, and achieved its highest net promoter score for its streamlined online claims system.

Tesco Bank