Case Study: The Home Depot achieves greater customer empathy with UserTesting

The Home Depot boosts customer empathy and product roadmaps with UserTesting

The Home Depot, the largest home improvement retailer in North America, faced the challenge of weaving customer emotion into its decision-making processes. Their goal was to create more meaningful experiences that not only helped customers get a job done but also made them feel good about doing it with The Home Depot. To address this, they partnered with UserTesting.

UserTesting helped The Home Depot pilot questions specifically focused on customer emotions and used user highlight videos as the basis for emotional product mapping. As a result, The Home Depot developed a greater sense of empathy for its customers, allowing it to identify opportunities to surprise and delight them rather than just satisfy them. The vendor also enabled product managers to make more compelling and persuasive arguments for their product enhancements.

The Home Depot