Your inbox overflows with customer emails suggesting features and improvements. Instead of benefiting, you feel overwhelmed by an unmanageable deluge. You conduct usability tests, user interviews, and competitive analyses, creating and sharing key insights. Yet within months, what you learned has been lost, forgotten, or ignored by someone in a different department. What if you could sift, store, and share all your customer learning in a way that breaks down silos, preserves and amplifies insights, and turns everyone in your organization into a researcher? MailChimp’s user experience director Aarron Walter tells how his team did it. You can, too.
Silos: good for grain, awful for understanding customer behavior. Just as we favor the research tools that we find familiar and comfortable, large organizations often use research methods that reflect their own internal selection biases. As a result, they miss out on detecting (and confirming) interesting patterns that emerge concurrently from different research silos. And they likely won’t learn something new and important. IA thought leader Lou Rosenfeld explains how balance, cadence, conversation, and perspective provide a framework enabling your research teams to think across silos and achieve powerful insights even senior leadership can understand.