The Home Depot + UserTesting

The Home Depot consulted internal and external stakeholders, such as UserTesting, to start speaking on an emotional level with customers. The company developed a framework for taking a customer's full experience—emotions included—to identify product deficiencies and potential improvements.

UserTesting helped The Home Depot pilot questions that specifically focused on emotions. And they used user highlight videos as the basis of emotional product mapping.

The Home Depot has become more empathetic to the customer, which plays out in lots of little ways as it interacts with and builds for end users.

They're continuously identifying opportunities to surprise and delight their customers, instead of just satisfying them. And product managers are now making more compelling and persuasive arguments for their product enhancements and the resources they need.