Expedia Group + UserTesting

The team used two UserTesting capabilities, Live Conversation and Invite Network, to reduce time and costs for customer interviews and expand their audience reach to other markets, like Japan, which was expensive and time-consuming to manage in person.

Through this approach, Expedia Group was able to set up and deploy tests in minutes and receive customer feedback the same day, often within two hours of launching a test. Results were then shared across the organization the same day.

Because of the team’s improved efficiency and scalability, it was able to grow the customer research program. This included, adding additional researchers from 6 to 28, allowing them to increase the number of insights year over year. The speed and relevance of the insights the research team gathers are also helping promote a customer-centric mindset throughout the entire company.