Great experiences don’t happen by accident—they’re intentionally designed with the customer in mind. But when teams make assumptions about user behavior or journey pain points, they risk creating frustrating experiences that miss the mark. Usability testing helps uncover how real people interact with your product, while customer journey mapping reveals emotional highs and lows across touchpoints. Together, they provide the clarity needed to build intuitive, effective experiences.

In this session, get a walk-through of how to use UserTesting to conduct usability tests and create insightful customer journey maps that drive better product decisions.

In this product tour, you'll learn how to:

• Uncover usability issues by watching real users complete key tasks
• Map the full customer journey to identify friction and opportunity areas
• Connect behavioral insights to business impact and guide design improvements