Cathay + UserTesting

By integrating UserTesting across product, design, engineering and research, Cathay embedded real user feedback into every stage of development. Teams used the platform to evaluate early design concepts, test in-progress flows, and uncover emotional friction in onboarding and support experiences.

This shift helped the DEX team move faster, reduce rework, and make decisions with greater confidence, grounded in direct insight from real users around the world.

• Booking flow improvement: In the stopover booking experience, teams used UserTesting to evaluate visibility and relevance in early concepts. Feedback helped refine the UX and validate design decisions 80% faster.
• Chatbot optimization: For Vera, Cathay’s customer-facing AI chatbot, insight revealed friction in the onboarding experience. By adjusting the tone and copy, the team reduced live agent sessions by 4,320—saving over 1,000 hours of support time.
• Experiment velocity in eCommerce: With iterative testing on Cathay Shop, the team reduced reliance on A/B testing (cutting costs by 77%) and tripled the number of experiments launched, while improving collaboration between product and design.

UserTesting has enabled Cathay to create a customer-centric design culture. Teams are now equipped to move quickly, validate with confidence, and deliver more intuitive, elevated digital experiences. Human insight has become part of the DEX team’s operating rhythm, driving innovation, aligning stakeholders, and putting the customer at the center of every decision.