Real-World Case Studies and Customer Success Stories with UserZoom UX Insights Platform

Wise used UserTesting to scale qualitative research and improve its digital products. The research team grew from 1 to 12... people, supporting a company expansion from 600 to 2,800 employees. Wise saw a 400% increase in online page views after testing messaging with UserTesting. The number of research participants grew by 250%. Wise saved 43% over traditional research methods while expanding testing across web, mobile, and APIs.
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UserTesting helped National Australia Bank migrate over 1 million customers after acquiring Citibank Australia’s lending business. NAB used UserTesting to... embed real customer feedback into every stage of app design. This cut design cycle times by 60% and saved designers two days per week. The Kogan Money Credit Card app rating jumped from 1.6 to 4.4 on iOS after redesign. Over 200 designers now test prototypes, ensuring consistent, customer-driven digital experiences across five brands.
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UserTesting helped Experian improve process efficiency by 20%. Experian's UX team used UserTesting to get direct feedback from both power... users and end users. This feedback gave them deeper, more actionable insights than NPS alone. The team could quickly identify and fix issues, leading to faster product improvements. More teams at Experian now request UX research thanks to these results.
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UserTesting helped Everypaw pet insurance test and refine a TV ad campaign. The team used A/B testing to choose the... best music, voiceover, and call to action. Feedback from real pet owners shaped the final ad. The campaign led to an 85% increase in website engagement within five minutes of airing. Everypaw gained market share and plans to use UserTesting for future campaigns.
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UserTesting helped Credit Sesame redesign its iOS app for better user experience. The team used real user feedback to guide... product, design, and marketing decisions. After launch, Credit Sesame saw a Net Fan Score increase from 30 to 54 and a 150% jump in "Love for Experience" score. In-app ratings rose from 3.19 to 4.11. Business results included a 31.7% increase in completed registrations and 18.4% more new users.
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UserTesting helped Wells Fargo improve its mobile app, used by over 30 million customers. The bank tested digital and in-branch... experiences with tens of thousands of participants. They tracked customer preferences using custom indices like the Content Appeal Index and Joy Index. Wells Fargo achieved a 4.9 App Store rating and saw a 20+ point increase in CSAT scores. UserTesting enabled faster, more customer-focused product releases.
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UserTesting helped Panera Bread redesign their catering website. The team used customer feedback to improve usability and ordering features. After... launch, Panera saw a 9% increase in conversion and an 18% rise in revenue per visit. Customers found it easier to customize orders and reorder past favorites. Panera credits early user insights for getting their digital experience right.
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UserTesting helped Deliveroo get fast feedback on product names and design. The research team used the platform to test with... customers, riders, and restaurant partners across many markets. Designers could run their own tests, speeding up decision making. Deliveroo chose product names quickly and kept research quality high during the pandemic. The team now runs several tests each week to support business strategy and growth.
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Costa Coffee used UserTesting to improve their Click & Collect app and digital experiences. They saw a 1,500% increase in... Click & Collect transactions over three years. The Costa Club app relaunch led to a 12% rise in app visits and a 9% boost in conversions. UserTesting helped Costa streamline checkout and test new features quickly. The team engaged 80,000 new football fans as Costa Club members through gamification.
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UserTesting helped Panera Bread redesign their catering website. The team used customer feedback to improve usability and ordering features. After... launch, Panera saw a 9% increase in conversion and an 18% rise in revenue per visit. Customers found it easier to customize orders and reorder past favorites. Panera credits early user insights for getting their digital experience right.
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Adobe used the UserTesting Human Insight Platform to improve a new Photoshop feature. After launch, users struggled with the image... extraction tool. Adobe needed feedback from a wider range of users, not just experts. UserTesting helped them gather insights from both novice and experienced users. The team made changes to the feature’s name, interface, and navigation. This led to a more usable feature for all Photoshop customers.
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Zendesk used UserTesting to improve its onboarding and admin experiences. Testing led to a 12% increase in annual recurring revenue... from the Instant Buy feature. The 'get help' button saw a 300% boost in clicks after redesign. UserTesting helped Zendesk validate design choices for the admin center and custom ticket fields. Feedback from real users made Zendesk’s software easier and faster for customers to use.
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Adobe Photoshop used the UserTesting Human Insight Platform to improve a new image extraction feature. After launch, users struggled with... the feature, and feedback from forums was limited to experienced users. By using UserTesting, Adobe reached a broader range of users, including novices. They gathered real-time feedback on mockups and prototypes. This led to updates like a clearer name and better interface. The improved feature became easier for all users, boosting satisfaction.
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Sage used the UserTesting Human Insight Platform to improve digital experiences for its SaaS customers. The team focused on simplifying... navigation, clarifying product benefits, and making product pages easier to use. With UserTesting, Sage launched 170 experiments and saw a 22% increase in website conversions. Interactive product tours boosted conversion rates by up to 47% in some regions. Personalized support and dynamic visuals also increased form completions and trial signups.
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Tealium used UserTesting to improve its product navigation and user experience. The team tested new menu designs and information architecture... with real users. They achieved a 63% task success rate and 76% first-click accuracy, both above industry benchmarks. Visual design was rated 19% more inspiring and 10% more clean. User feedback helped Tealium create a more intuitive, user-centered product.
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Cisco Webex used UserTesting’s Live Conversation to quickly gather user feedback during the COVID-19 pandemic. The team needed to support... a surge in new users, including educators and families, not just business professionals. By talking directly with users worldwide, Webex identified needs and validated ideas fast. This led to the launch of 100+ new product features, like noise cancellation and live transcription. Webex improved remote collaboration and made the platform easier for everyone to use.
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UserTesting helped AWS improve its cloud experience by gathering direct customer feedback. AWS used UserTesting to test and refine the... AWS Pricing Calculator, making costs clearer for users. The platform also supported the development of Amazon Kendra, enabling AWS to address developer pain points and add features like dashboards and dead link fixes. AWS teams ran hundreds of studies, speeding up research and product development. UserTesting enabled AWS to align product design with real customer needs.
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UserTesting helped Microsoft speed up decision making by 5x. Microsoft used UserTesting to get fast customer feedback and build empathy... across teams. This shift helped reduce risk and led to more successful product launches. Microsoft’s marketers and developers now use customer insights to improve messaging and product confidence. The partnership supports Microsoft’s market leadership and innovation.
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UserTesting helped Cathay speed up design validation by 80%. The DEX team used real user feedback to improve booking flows,... chatbot onboarding, and eCommerce experiments. They saved over 1,000 agent hours by optimizing their AI chatbot. Early testing cut A/B testing costs by 77%. Cathay now makes faster, customer-focused decisions using direct human insight.
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UserTesting helped Alaska Airlines respond to the pandemic by mapping the customer journey and testing airport experiences. The airline used... real-time feedback to launch nearly 100 safety initiatives, including touchless check-in and strict mask policies. These changes improved customer confidence and earned Alaska Airlines the Diamond status in the APEX Health Safety audit. The team unified messaging across channels and adapted quickly to shifting traveler needs. UserTesting insights drove actionable improvements and increased brand loyalty.
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UserTesting helped Iberia Airlines scale customer research and centralize insights. The Research Hub made it easy for over 600 employees... to access and use customer feedback. 95% of research projects led to better decisions, and the average satisfaction score was 9.3. Iberia used real-time feedback to improve onboard services, baggage policies, and customer communications. The airline redefined its value in the LATAM market and built a long-term, insight-driven CX strategy.
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UserTesting helped Vistaprint find user experience gaps on their redesigned product page. After a new visual design, Vistaprint saw a... 16% rise in page exits and a 68% increase in navigation link use. UserTesting contributors identified that the new layout made it harder for users to skim and required extra steps. Vistaprint reverted to a text-based design, restoring engagement to previous levels. The platform enabled quick, actionable feedback for better web usability.
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UserTesting helped Abercrombie & Fitch Co. launch the A&F Wedding Shop by testing digital prototypes with real customers. Insights led... to a new shopping experience based on occasions, not just dress types. Dress sales increased both online and in-store after launch. For Hollister, UserTesting revealed that in-store shoppers did not need new payment options, saving the company time and resources. International studies improved size guides for European customers, enhancing the global shopping experience.
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UserTesting helped Walmart Canada increase revenue from mobile purchases by 13%. The team used the platform to gather qualitative customer... insights, not just analytics. This shift let them understand why customers acted a certain way online. They improved resource allocation and focused on updates that mattered most. Walmart.ca renewed its focus on customer experience and made better business decisions.
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Vitality used UserTesting to gather customer feedback from 24 countries. They ran 22 usability studies with 499 participants to improve... their global app. 93% of users found their rewards, and 91% understood key features. The UK Insights Community saw a 37% higher open rate and a 7.7% lift in comprehension. Vitality reduced costs and improved trust by using customer insights in design and communication.
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UserTesting helped Calm speed up research by 10x. The team used the platform to recruit diverse participants and test new... ideas fast. Calm created a progress tracker for their wellness app by gathering user feedback on mental health needs. They learned users wanted to track three goals per week. The new feature improved user experience and helped Calm make data-driven decisions. UserTesting let a small research team work like a much bigger group.
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UserTesting helped Alberta Blue Cross redesign their digital spending account pages. The team used real-time customer feedback to find pain... points and improve clarity. This led to an 8% drop in support calls about spending accounts. Member satisfaction rose by 4% during peak season. The new design also helped train support teams and improved trust. Accessibility features were enhanced for a more inclusive experience.
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UserTesting helped Ancestry improve its free trial experience. The Growth Team used the platform to test and refine onboarding for... new users. This led to a 20% drop in day-one cancellations. Revenue from new users increased by 6%. The new trial flow is simpler and clearer for customers. Ancestry now plans to use EnjoyHQ to gather more customer insights.
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UserTesting helped 1-800-PACK-RAT avoid costly mistakes during a major ecommerce website upgrade. The team used UserTesting to validate a new... quote module design before launch. Feedback showed customers preferred the old single-page form over a new multi-step process. 1-800-PACK-RAT quickly reverted to a simpler design. After relaunch, conversion rates rose by 10% in just one week. The company now relies on UserTesting for ongoing web and ecommerce improvements.
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UserTesting helped The Philadelphia Inquirer redesign their subscription checkout process. The team used UserTesting to gather feedback and identify pain... points in the signup flow. They improved accessibility, clarified inputs, and worked with third-party vendors like Google and PayPal. As a result, overall checkout completion rose by 24%. Mobile web checkout rates increased by 68%. These changes supported the Inquirer's shift to a digital-first, subscription-based model.
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UserTesting helped Cedar quickly gather patient insights during the COVID-19 pandemic. Cedar used video interviews and surveys to understand patient... needs and challenges in healthcare billing. The platform made it easy for Cedar’s small design team to collect data safely and efficiently. Insights from UserTesting led to new product enhancements focused on healthcare affordability and better communication. Cedar improved the patient experience and streamlined data collection with UserTesting.
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UserTesting helped Canva reach over 60 million active users in 190 countries. Canva used UserTesting to learn why new users... struggled with design tools. Insights showed users felt intimidated and lacked confidence. Canva redesigned onboarding with videos and interactive challenges. This made users feel confident and happy to explore. The improved experience led to rapid growth and high customer satisfaction.
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