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Case Studies

Examples of our leading user experience research.

At AnswerLab, our work reflects the unique challenges and needs of our clients. As our case studies show, we provide customized solutions across a range of industries—all designed to deliver strategic insights into how your users think and behave.

Wikipedia Develops Cross-Platform Mobile Strategy

Wikipedia Develops Cross-Platform Mobile Strategy

The Wikimedia Foundation partnered with AnswerLab for help identifying needs and opportunities to inform their mobile strategy across multiple device platforms.

Industry: Social Media
Platform: Mobile, Apps, Website
Methodology: Mobile Ethnography

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Electronic Arts Develops Qualitative-Metric Framework for Mobile Game Development

Electronic Arts Develops Qualitative-Metric Framework for Mobile Game Development

Electronic Arts approached AnswerLab to learn how to design a suite of their popular PC games as a mobile app.

Industry: Gaming
Platform: Apps
Methodology: One-on-One, In-Person Playability Interviews and Mobile Observation

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Innovative Research Methods Drive PayPal's Digital Wallet

Innovative Research Methods Drive PayPal's Digital Wallet

PayPal needed to understand the end-to-end in-store shopping experience, both domestically and in Europe, to drive new product innovation in mobile and online payments.

Industry: Financial Services, e-Commerce
Platform: Mobile, Apps, Website
Methodology: Innovation Games, Ethnography

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 Fortune 100 e-Commerce and Consumer Goods Companies Seek Understanding of Social Media Shopping

Fortune 100 e-Commerce and Consumer Goods Companies Seek Understanding of Social Media Shopping

The leading e-commerce site and one of the largest U.S. consumer goods companies partnered with AnswerLab for help understanding the shopping experience on the most popular social media site.

Industry: e-Commerce, Consumer Goods, Social Media
Platform: Website, Social Media
Methodology: One-on-One In-Person Usability Interviews

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Major Pharmaceutical Company Seeks New Approach for Displaying Drug Safety Information

Major Pharmaceutical Company Seeks New Approach for Displaying Drug Safety Information

A leading pharmaceutical company partnered with AnswerLab to re-evaluate the way its drug websites displayed safety information to patients.

Industry: Pharmaceutical, e-Marketing
Platform: Website
Methodology: Multi-Phase Heuristic Evaluation and Remote Usability

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 Global Freight and Logistics Company Evaluates Opportunity for New Web and Mobile Tool

Global Freight and Logistics Company Evaluates Opportunity for New Web and Mobile Tool

A global Fortune 100 company partnered with AnswerLab for help identifying the market opportunity for a new Internet and mobile service.

Industry: Freight/Logistics
Platform: Website, Mobile
Methodology: Online Survey and In-Person Interviews

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Worldwide Consumer Products Company Develops International Website Strategy to Address Local Needs

Worldwide Consumer Products Company Develops International Website Strategy to Address Local Needs

A worldwide consumer products company sought international user experience research expertise from AnswerLab to benchmark their website experience, understand visitor expectations, and learn critical regional differences across North America, South America, Europe and Asia in preparation for a major site overhaul.

Industry: Consumer Products
Platform: Website
Methodology: Live Website Benchmarking Intercept Surveys

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Optimizing an On-Location Customer Kiosk

Optimizing an On-Location Customer Kiosk

A nationwide outdoor apparel retailer was planning to roll out in-store kiosks to reinforce their strong brand image and allow customers to gather more information about products, order items that weren’t available in stores, and learn how professional athletes use the products.

Industry: Retail
Platform: Kiosks
Methodology: On-site Observation and Interviews

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Two Weeks to Learn How to Improve Customer Loyalty

Two Weeks to Learn How to Improve Customer Loyalty

To increase customer loyalty, a leading financial information site wanted to improve its site navigation and layout of key stock information pages.

Industry: Financial Services
Platform: Website
Methodology: Rapid Iterative Testing and Evaluation Study

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Improving an Online Customer Portal and Reducing Call Center Volume

Improving an Online Customer Portal and Reducing Call Center Volume

AnswerLab was asked to determine customer pain points on this portal, and to provide data-driven recommendations to improve the online customer experience.

Industry: Product Safety
Platform: Website
Methodology: Remote Usability

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Studying the Competition to Improve a Financial Services Site

Studying the Competition to Improve a Financial Services Site

A leading financial services company wanted to optimize its web experience for a particular service.

Industry: Financial Services
Platform: Website
Methodology: Open Web Study

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Media Company Discovers How to Improve Product in Conceptual Stage

Media Company Discovers How to Improve Product in Conceptual Stage

A top online media company developed a new concept for displaying search results. Before investing additional development resources, the company needed to obtain user input to determine the likelihood of product adoption and uncover additional needs that could be met by the product.

Industry: Media
Platform: Website
Methodology: Participatory Design Study

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Automotive Manufacturer Needs Benchmarks for Website Redesign

Automotive Manufacturer Needs Benchmarks for Website Redesign

The OEM and the agency asked AnswerLab to assist with an online customer experience benchmark study to answer their burning questions.

Industry: Automotive
Platform: Website
Methodology: Website Intercept Survey

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