Post Office UK + UserTesting

When the pandemic struck in March of 2020, running expensive lab sessions was no longer an option. Penny dove into UserTesting’s full potential. She completed over 70 online modules on UserTesting University, she joined the London HUG (a local user group), and engaged with The CommUnity (UserTesting’s online advocacy platform). Backed with her newfound knowledge of the solution, she ran a wide array of studies on customer behavior. As colleagues noticed the speed at which she set up her tests and received back results, they became intrigued with the potential. 

In the past year,  Penny ran over 360 individual sessions, gathering valuable feedback across many of the 170+ products the Post Office sells, including mail service; customs forms and navigation; as well as financial products like mortgages, savings, personal loans, and multiple forms of insurance.

Each test helped Post Office understand the good, the bad, and the ugly of customer sentiments related to their products. And Product Teams gained the knowledge they need to adjust travel and car insurance offerings, credit card plans (where they discovered a hidden bug in the signup process), broadband service, and even the alignment of in-store marketing versus the digital experience - a true omnichannel approach! 

Penny explains, “With the experience we’ve developed, UserTesting will continue to be a valuable resource. It will allow us to democratize research across the UX team, empowering the designers to check their ideas as and when they need to. These are exciting times and we are still at the beginning of our journey.”