Online Retailers Turn to UserTesting to Improve the Digital Experience This Mother’s Day

SAN FRANCISCO, Calif. – May 9, 2024 –  UserTesting, a SaaS leader in experience research and insights, today announced that retailers are increasingly using UserTesting to design, build and optimize their digital experiences in order to better assist customers in choosing and buying the ideal Mother's Day gift online. According to the National Retail Federation, U.S. consumers are planning on spending $33.5 billion on Mother’s Day in 2024, of which, online shopping is the most popular shopping destination at 35 percent of all sales. With billions of dollars of online sales at stake, retailers are turning to the UserTestingⓇ Human Insight Platform to help them create frictionless, user-friendly digital experiences for their customers. 

Digital teams are benefiting from the rapid customer insights UserTesting turns around–and are finding themselves to be more empowered to test and experiment with concepts more frequently, while also being able to validate decisions, and launch new features on the website with higher confidence. By being able to see first-hand their consumers' online interactions with their brand, retailers can readily identify inconsistencies in digital flows, remove friction in the checkout process, and ultimately improve the buyer experience–leading to higher average order sizes, gross sales, and lifetime customer value.

“UserTesting helps us transform abstract creative concepts into actionable insights,” said Erin Wagner, Product Manager at Firstleaf. “Through the lens of real user experience, we're able to quickly measure and evaluate our ideas, shaping them into something meaningful while still allowing us to move from testing to execution in a timely manner.”

Gifts aside, according to a Mother’s Day survey conducted by UserTesting of 201 mothers across the United States on April 18, 2024, when asked what their perfect Mother’s Day would look like:

• 81 percent of mothers wanted to spend time with their family.
• 78 percent of mothers just want to relax, and not have to do any chores or make any decisions.  

When asked about how they want to be pampered on Mother’s Day: 

• 59 percent of mothers responded that being taken out for a meal feels like being pampered.
• 46 percent of mothers said having a meal cooked for them at home also provides the feeling of being pampered.

From the perspective of gifts, responses spanned a broad spectrum: 

• 58 percent of mothers requested a family oriented gift that included activities and experiences with family; 
• 44 percent are happy to receive handmade gifts from children and loved ones; 
• 35 percent prefer pampering gifts like spa days and massages; 
• 30 percent of mothers equally favor the traditional flowers, cards and candy, with wearables and apparel like clothing, jewelry and athleisure wear.   

“Experiences are key in retail, both online and in person. Retailers are constantly striving to deliver the best possible experiences to build loyalty in the face of rapidly changing consumer needs,” said Michelle Huff, Chief Marketing Officer at UserTesting. “The UserTesting Human Insight Platform provides insights that enable retailers to identify areas where potential pain points and inconsistencies may exist in the shopping experience, and make it actionable for them to adjust those flows as necessary to deliver what shoppers want.”

UserTesting powers eighty-two percent of the retailers on the Top 100 Most Valuable Brands 2024 list. Successful retailers rely on UserTesting to help them create seamless user experiences across channels. Visit the following link for more information on how UserTesting supports eCommerce retailers.