Case Study: WestJet improves travel convenience and trust with UserTesting

WestJet increases user tests by 144% with UserTesting

WestJet, a Canadian airline, wanted to make air travel more convenient for its over 25 million annual customers by introducing an AI-powered voice assistant. Their challenge was understanding what travelers would need from such a tool. To tackle this, WestJet partnered with UserTesting, specifically utilizing its platform for customer sentiment analysis and Live Conversation interviews.

The solution involved using UserTesting to gather direct customer insights on travel questions and how they would be asked via voice. This led WestJet to launch "Ask WestJet" on Alexa and Google, providing accurate baggage information, and to develop a baggage-size calculator on Google Voice Assistant. Using UserTesting resulted in a 144% increase in user tests in one year, boosted brand trust, and reduced customer service complaints.

WestJet