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Willis Towers Watson + UserTesting

How Willis Towers Watson launches products in just one week
UserTesting | Customer Page DownArrow
About Willis Towers Watson

Willis Towers Watson is a global multinational risk management, insurance brokerage and advisory company. The firm is the third largest insurance broker in the world.

Illumi Awards
Willis Towers Watson Achieved
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Customer-focused design results in concepts ready for the marketplace
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Fast feedback ensures meeting tight development deadlines
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Highlight user videos quickly convince key stakeholders

Challenges

During its annual hackathon, a Willis Towers Watson (WTW) team was assigned to explore an idea for a commuter reimbursement mobile app. They quickly interviewed stakeholders and storyboarded designs. The next step was to discover any problems with prototypes with potential customers. The Hackathon started on mid-day Monday and the judging would happen on Friday. They needed feedback fast.

Solution

The team turned to UserTesting. Although team members were new to UserTesting, they were able to quickly set up tests and write tasks for the prototype. The feedback the team received from viewing the UserTesting sessions was invaluable. It led to many tweaks and adjustments to the mobile app’s UI. The team performed two rounds of testing on the interface and iterated each time.

Results

The team created a highlight video of several users giving honest reactions to the product. The video was upbeat, positive, and highly engaging. The opening line of the video was spoken by a real user: “This is very good. I would definitely be interested in this in real life.”

The team won first place in the hackathon. But more importantly, with the benefits of user insights, they convinced senior leadership that the product they had spent the last week developing should move from being a concept to an actual product.

Within a week, I was able to quickly learn UserTesting’s platform, launch user tests, iterate product design prototypes based on user feedback, and get stakeholder approval to move forward.

Jake Carter from Willis Towers Watson
Jake Carter Senior UX Designer