New Theory

Qualitative feedback is the most valuable type of feedback, but it's also the least accessible. We gather and analyze it for you. We build your feedback loops so you can build your product. 1. We conduct customer interviews All of our feedback is gathered in 1-on-1 conversations with customers. We ask open-ended questions, encourage honest and extended responses, and we listen. When people feel free to share their experiences with your product openly and honestly, they often reveal crucial information about what's not working, uncover costly blind spots that exist within your product and team, and reveal needs that you may not have realized they are relying on your product to meet. 2. We record and upload the interviews to our platform There is a time for analysis, and a time for listening. We converse with customers without notes in an effort to follow the customer’s line of thought to its end. Recording and uploading the interviews centralizes them for focused analysis later. Having those moments captured permanently for future study allows all stakeholders to see the moments as they happen, and discuss and debate them until teams reach an optimal solution. 3. We study the interviews and identify patterns We organize key points from multiple interviews into common themes. Then we mine this data to identify patterns in how your customers engage with your product. Because these interviews are centralized, your team is welcome to jump into the analysis with us, or just review the insights we deliver. 4. We deliver insights As we see patterns rising from the qualitative data, we build cases around what trends are emerging, culminating in an Insight. These insights are supported by specific moments from the interviews. They are unique and nuanced realities about your customers’ perspectives, and they are the missing information your team needs to build a great product.

show less