Process

Driving Data-Informed Decisions Through Customer Discovery

As part of the User Insights Program, several discovery research projects were conducted to guide critical product decisions. These interview-based studies targeted different customer segments, helping the product team gain clarity on user expectations for future functionality.

Approach & Methodology

Each research initiative began with a collaborative Research Plan, developed alongside the Product Manager. This plan outlined:

• Research objectives and key questions

• Target user segments

• Methodology (e.g., interviews, usability tests)

• Timelines and expected outcomes

Using MailChimp, campaigns were launched to engage participants who had opted into the User Insights Program. Customers could select interview slots via Calendly, ensuring a seamless scheduling process.

Execution & Impact

Once interviews were conducted, findings were synthesized into common themes, paired with quantitative data, user quotes, and key recommendations. Results were shared in a structured PPT presentation, providing:

• Access to recordings and interview notes

• Clear insights to guide product strategy

• Actionable next steps for product and design teams

This process ensured that user feedback directly influenced product development, aligning features with real-world needs while maintaining transparency across teams.

Delivery

Turning Research into Actionable Insights

The outcome of each research initiative was a detailed yet concise presentation, distilling key findings into an easily digestible format. These presentations provided:

• Clear data and insights from research activities

• User quotes and common themes to highlight pain points and opportunities

• Actionable recommendations directly influencing the Product Roadmap

By delivering structured insights, these presentations empowered stakeholders to make informed decisions, refine priorities, and drive meaningful updates to the product backlog.

Follow Up

Turning Insights into Actionable Design

User insights directly shaped concise, well-informed user stories for new and enhanced features, ensuring we prioritized functionality that truly mattered to users. As these features progressed through the design phase, we conducted iterative testing—engaging both the original research participants and an expanded user group. This continuous feedback loop allowed us to refine designs before development, reducing friction and improving usability early in the process.

Process

Driving Business Growth Through User-Centered Insights

I had the opportunity to implement, expand, and drive adoption for two key research programs: the User Insights Program and the Refresh Program. Each was designed to solve core business challenges, evolving through iterative refinement before becoming an established part of the company’s workflow.

Both programs began with a soft launch, allowing us to run test projects, gather lessons learned, and refine processes before full implementation. With a strategic foundation in place, they not only enhanced user understanding but also contributed to revenue generation and informed product direction.

Delivery & Business Impact

The User Insights Program provided a direct channel between customers and the Product Team, offering early insights to shape the roadmap, enabling user testing to guide design decisions, and supporting broader research needs. By streamlining customer feedback, the program reduced the burden on Customer Success Managers while ensuring product decisions were informed by real user needs.

The Refresh Program empowered customers to renew their digital workplaces with ease, whether driven by a new vision, evolving requirements, or rebranding. By offering a structured package system, we eliminated the need for excessive custom SOWs, making the process more efficient for both customers and internal teams. The result? Higher renewal rates and a more scalable, streamlined approach to customer retention.

Iterations/Follow Up

In the early days of each program, many changes and updates were made to ensure long term success. Both the User Insights Program and Refresh Program successfully operate today within the organization under the guidance of their respective owners.

Both the User Insights Program and Refresh Program underwent continuous refinement in their early stages to ensure long-term success. Through iterative improvements and feedback-driven adjustments, these programs evolved into well-established initiatives that continued to operate successfully within the organizations, each managed by its respective owner and delivering ongoing value.