Recorded at American Airlines headquarters in Fort Worth, Texas, in September of 2023, this project shows how American Airlines built a benchmarking program to make booking and managing flights easier for customers.
Key results from American Airlines’ testing program include:
15% increase to QXscore across the digital experiences that American Airlines has measured and changed
37% rise in task completion rates for inputting passport details, adding loyalty information, requesting a meal, and more
Key insights regarding how customers like to receive communications + how American can help them book multi-city trips
Story versions produced for YouTube and elsewhere:
Long format video, 30-second cut-down, 15-second social media cut
Landing page story, slide deck for Sales reps, social media posts, Sales Playbook with industry descriptions and QXscore profile
UserTesting leveraged this project to…
Market UserTesting’s services in account-based campaigns to other airline customers and prospects
Serve as a key asset for Product Marketing and other teams to promote QXscore as a proprietary metric unique to UserTesting
Expand Professional Services revenue from the American Airlines account and collaborate with AA executives on marketing projects
