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

UserTesting helped Iberia Airlines scale research and create a central hub for customer insights. Iberia wanted faster, more consistent research... to support digital product and service development. UserTesting enabled real-time customer feedback and improved sharing of insights across teams. 95% of research projects now drive better decisions. 600+ employees use customer insights. Iberia achieved a 9.3 average satisfaction score.
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UserTesting helped Alaska Airlines respond to the COVID-19 crisis. Passenger numbers dropped from 130,000 to 4,000 daily, causing a $450... million loss in 30 days. Alaska Airlines used journey mapping and in-airport experience testing to quickly adapt. They implemented nearly 100 safety initiatives based on user insights. The airline earned Diamond status in the APEX Health Safety audit and saw increased brand loyalty.
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UserTesting helped Costa Coffee improve their Click & Collect app. The team used UserTesting to reach younger audiences fast. They... tested Figma prototypes and got feedback in under an hour. Costa saw a 1,500% increase in Click & Collect transactions over three years. App visits rose 12% after the Costa Club relaunch. 80,000 new football fans joined Costa Club through gamified app experiences.
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UserTesting helped Panera Bread redesign their catering website. The team used customer feedback to improve the digital experience. They created... clickable prototypes in Figma and tested them with real users. The new site led to an 18% increase in revenue per visit and a 9% increase in conversion. Panera Bread made the catering site more personalized and easy to use.
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UserTesting helped Walmart Canada improve its online customer experience. The team wanted to increase website traffic and drive more conversions.... They used UserTesting to understand why customers behaved a certain way. This led to a 13% increase in revenue from mobile purchases. Walmart Canada also improved how it used resources and focused more on customer needs.
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UserTesting helps Wells Fargo improve its mobile app for over 30 million customers. The team tests new features with real... users before launch. They focus on making the app easy, beautiful, and helpful. Wells Fargo earned a 4.9 rating on the App Store. They saw a 20+ point increase in CSAT scores. The app supports over one billion user sessions each year.
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UserTesting helps Apartment List validate product ideas with real renters and clients before building. The team runs sentiment studies to... test concepts and features, ensuring new technology meets user needs. This approach leads to better product launches, increased revenue, and lower costs. Apartment List uses UserTesting to stay ahead of competitors in the real estate technology market.
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UserTesting helped Abercrombie & Fitch Co. gather customer insights for their A&F Wedding Shop and Hollister in-store experience. The team... used feedback to tailor the Wedding Shop page for shoppers attending multiple wedding events. They saved money and resources by launching features in channels that drive the most value. Dress sales increased both online and in stores. The company improved their app homepage and added new size guides in Europe based on customer preferences.
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UserTesting helped Adobe improve Photoshop by making it easy to get feedback from many users. After launching a new image... extraction feature, Adobe saw users were confused. The team used UserTesting to reach less experienced users and understand their struggles. This feedback let Adobe quickly revise the feature. As a result, Adobe launched better, easier-to-use features for all customers.
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UserTesting helped Kimberly-Clark get shopper insights fast. The company switched from in-person studies to UserTesting for speed and cost savings.... Kimberly-Clark now completes studies in hours, not weeks. They saved 30 times the cost compared to in-person testing. UserTesting lets them test in many markets and improve digital experiences for shoppers.
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UserTesting helped Sage improve digital experiences for its customers. Sage used the Human Insight Platform and QXscore to find and... fix problems on its website. The team made product pages shorter, navigation easier, and benefits clearer. After using UserTesting, Sage saw a 22% increase in conversion rates for Intacct pages. They launched 170 experiments and raised their QXscore by 6 points across key UK pages.
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UserTesting helped AAA Club Alliance boost conversions by 30% across all membership types. The company faced challenges in communicating value... and optimizing the sales funnel. UserTesting enabled direct user feedback, revealing that customers felt overwhelmed by information. This insight led to a 55% lift in premium membership conversions and a 39% increase in membership acquisition revenue. The agile UX team used UserTesting to drive rapid experimentation and improve customer experience.
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UserTesting helps Microsoft understand customer needs and drive innovation. Microsoft wanted to shift from an engineering-focused culture to a customer-focused... one. They used UserTesting's insight platform for remote qualitative research. This gave teams deeper empathy for customers. Microsoft now makes decisions 5 times faster and reduces risk in product launches. They maintain market leadership in many categories and regions.
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UserTesting helped Alberta Blue Cross redesign their digital spending account pages. Members found the accounts confusing, leading to many support... calls and frustration. Alberta Blue Cross used UserTesting to get real feedback from members and staff. They made changes based on this feedback. As a result, support calls about spending accounts dropped by 8%. Member satisfaction with benefit coverage rose by 4%. The new pages are easier to use and build more trust with members.
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UserTesting helps AWS improve its product development process. AWS uses UserTesting to get feedback from customers early. This feedback shapes... how AWS builds and tests new features. AWS leaders say UserTesting supports their customer obsession principle. The partnership lets AWS make fast, high-quality decisions that improve customer experience.
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UserTesting helped EE's their website visitor's digital experience. EE wanted to make their brand the main face for consumers and... move away from BT. They used UserTesting to test their website, app, and Aimee AI chatbot. EE saw a 50% increase in traffic to broadband pages. Chatbot containment rates went up by 75%. Calls to the contact center dropped by 2.4%.
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