Bupa plans ahead using quantitative and qualitative data

Bupa offers personal and company-financed health insurance and medical subscription products, runs hospitals, and provides workplace health services, home healthcare, health assessments, and long-term condition management services.

Bupa is also a major international provider of nursing and residential care for elderly people. Its services also include primary care and diagnostic centers and dental centers. Bupa employs more than 70,000 people, principally in the UK, Australia, Spain, Poland, New Zealand, and the USA, as well as Saudi Arabia, Hong Kong, India, Thailand, China, and across Latin America.

Challenges

The centralized UX team at Bupa Group historically spent a lot of money on agency-delivered usability testing to the point they decided to bring testing in-house and build purpose-built usability labs.

Since Bupa is a global organization, it needed to complement the in-house UK-based labs with a solution that could be rolled out globally to collect feedback from site visitors and test the websites. In addition, it wanted to do a lot more quantitative research and increase the volume of research conducted across the business.

Solution

Over the past 12 months, Bupa has deployed UserZoom globally to collect feedback from website visitors on their intent using the websites, success metrics, issues they encountered, and what they would like to be improved.

Based on the onsite feedback, Bupa deploys a task-based methodology in UserZoom to target specific site problems and uncover the areas that can be improved.

Results

The deployment of UserZoom has empowered Bupa to plan development six months in advance, informed by solid and robust quantitative and qualitative data. They can initiate research from the UK on their International websites across Europe and Asia, most recently Thailand.