Case Study

Elevate Customer Satisfaction to Delight with UX Research

Facts & Figures



  • CertainTeed® is North America’s leading brand of exterior and interior building products and a subsidiary of Saint-Gobain, the worldwide leader in light and sustainable construction who designs, manufactures and distributes materials and services for construction and industrial markets. CertainTeed and its affiliates have over 6,300 employees and 60 manufacturing facilities throughout the United States and Canada.
  • Their customers and website users vary widely, including residential and commercial contractors, product distributors, architects, designers, specifiers, homeowners, residential home builders and more.


  • Desire for a more customer-centric and user-friendly digital ecosystem: CertainTeed is starting with their corporate website and wants to exceed customers’ needs by making it easy to find product information and feel confident in their decision to purchase CertainTeed’s products for their projects. Poor website UX diminishes customers' experience and ultimately impacts CertainTeed’s reputations and sales when they can’t easily find the product or information they need.
  • CertainTeed's internal business units each have a clear vision for their goals and the wants and needs of their specific customers; CertainTeed was looking for an agency partner that could offer a cohesive, company-wide solution, while still meeting the specific needs of each department and their customers.


  • UX Research
  • Solutions Consulting
  • (Upcoming) UX Design
  • (Upcoming) Development

Responses to web intercept survey
Survey response rate (1% is typical rate)
Internal stakeholder interviews conducted