Credit Sesame + UserTesting

To ensure the new experience was rooted in real user needs, Credit Sesame embedded UserTesting throughout every phase of product development. With limited research resources, the team was able to gather fast, actionable insights that guided product, design, and marketing decisions.

Using a mix of unmoderated usability tests, think-aloud sessions, and comparative studies, the team gathered feedback on key areas such as:

• Onboarding and account creation

• Navigation and decision-making around credit products

• Messaging clarity and emotional resonance

• Trust indicators and perceived value

The insights were synthesized and shared across teams to align decisions, refine design, and strengthen messaging. This helped unify product, design, and marketing around real user needs, breaking down silos and accelerating decision-making.

Credit Sesame also leveraged UserTesting’s survey capabilities and AI-driven summaries to rapidly test new concepts and surface emerging themes, enabling faster go-to-market decisions and a more responsive product roadmap.

Following the launch of the redesigned iOS experience, Credit Sesame achieved measurable improvements in both user perception and business performance.

User Experience Impact

• Net Fan Score: Increased from 30 to 54 (+80%)
• “Love for Experience” Score: Jumped from 28% to 70% (+150%)
• In-App Rating: Rose from 3.19 to 4.11

These metrics reflected a significantly enhanced user experience, validated by both quantitative and qualitative feedback.

Business Growth

• Completed Registrations: +31.7%
• New Users: +18.4%
• Subscriptions: +14.3%
• Click Applies (credit cards): +1.6%
• Email Open Rate: +18.3%

The success of the iOS relaunch demonstrated how embedding human insight into product and marketing workflows could directly improve conversion, satisfaction, and strategic readiness.

Note: The results in this case study are based on user sampling and product performance data collected during the months immediately preceding and following the July 13, 2023 iOS app release (versions 6.0.0 and 6.0.1). Metrics reflect the impact of the redesigned experience and may not account for subsequent platform updates.