Extra Space Storage + Quantum Metric + UserTesting

When it comes to digital experiences, Extra Space Storage looks at each one from two perspectives—pre and post production. In pre-production, the UX and Design teams rely heavily on fast feedback from two sources:

• Inferred feedback: behavior signals, engagement data, and technical details collected by Quantum Metric’s heat maps, click paths, and screen replay technology.
• Direct feedback: video-based customer feedback, sentiment analysis, and human emotion collected and analyzed on UserTesting’s human insight platform.

In post-production, digital experience teams continue testing what they built by gathering fast feedback using these same methods to monitor and further optimize performance. This creates a constant flow of feedback and holistic insights that inform decision making across the company, from small UX decisions that make a specific page more helpful to large strategic ones that impact go-to-market strategy. 

This ‘better together’ approach, where two solutions empower Extra Space Storage to identify pain points and opportunities at each step in a customer’s digital journey, also ensures that their insights are highly actionable and intuitive because they explain the why behind the what. This means that more decisions are made with greater confidence and fewer errors.

These solutions allow Extra Space Storage to iterate over and over with speed and scale, until each digital experience is optimized. For example, when the company redesigned their site architecture, the inferred feedback from click paths and engagement data validated their hypotheses around certain opportunities to improve aspects of the design, from the clarity and helpfulness of the copy, to the location of the buttons, to the effectiveness of the SEO strategy. Empowered with human insight, they tested and iterated new designs to optimize each digital experience to achieve a maximum level of effectiveness, ease, and delight.

Faster innovation? Friction points identified 100% faster.

Risk reduction? Higher confidence in decision making. # UX issues eliminated (x% fewer errors)

SEO impact?

Cost savings?

Revenue growth?