Tools that help with CX research tend to focus on very specific parts of the process, yet a single end-to-end product would help with productivity and make it much more efficient.
A platform to record research, collaborate and capture insights, then synthesise and extract valuable customer data to share with teams and stakeholders.
At our agency we are constantly refining the tools we use to help our productivity but found there was no single tool that let us review, synthesise and extract research in meaningful ways.
To make the research process even more effective I wanted to build a platform that would help us collaborate better as a team and easily share our findings with clients.
Focusing first on reviewing interviews to find the important moments and synthesise those into insights we set out to solve the pain of analysing, transcribing and tagging in real-time collaboration with team members. Next we looked at the process of creating a journey map using existing data sets from insights or starting from scratch, with the ability to output that data into a fully-realised customer journey to use as an artefact throughout an entire project.
In making the process more efficient, and seeing a genuine need for this in the market, we decided to build a tool for ourselves with the intention of making it available for other research professionals. A roadmap was created for expanding on the core feature set to meet all market demands, including defining customer segmentation.
