Product Discovery & Research
“Insights provide context and shape user-focused experiences. They provide purpose, direction, and a defined audience. Many teams hold improvement and future opportunities within their existing customer feedback.”
Discovery priorities
Roadmap - Plan activities, define research horizon and align with product teams
Segmentation - Gather feedback from customer segments aligned with product activity
Highlights - Concise outputs that focus on meaningful moments of friction
Potential - Identifies improvements and future opportunities
Proof - Cross-validating from multiple sources ensures credibility and depth
Share - Distributing insights across teams connects their efforts to customer needs
Discovery benefits
Proactively identifies core customer challenges
Validates ideas through customer feedback
Identifies the most effective use of resources
Enhances customer satisfaction post-improvement
Focuses effort on the things that matter most to the business and customers
ACTIVITY
Customer journey mapping
KEY INSIGHT
Key stage customer sentiment across the end-to-end journey
OPPORTUNITY
Improved customer satisfaction and identify future opportunities
OUTCOMES
Implemented feedback strategy with 200k repository guiding product decisions
Contextual interviews observing customer behaviours
Continuous research reporting to product teams / release feedback
ROLE
Head of UXR Strategy
Product Leadership Team
Mentoring UXR
PROJECT
Customer experience audits
OVERVIEW
Audit against top 150
global e-commerce & industry competitor experiences
OBJECTIVE
Tracking gains & identifying
roadmap opportunities
OUTCOMES
YoY UXD experience improvement
poor – good – perfect
Audit approach adopted
into UXD/UXR team
Benchmarked experience
against industry standards and competitors
ROLE
Directed UX audit strategy
& recommendations
ROLE
Directed Bi-annual
Baymard Institute audits & improvement priorities with PMs
ROLE
Coordinated stakeholder & leadership communication
OPERATIONS
UXR toolkit - Data tracking across customer experience
OVERVIEW
Implement UXR tools for
feedback, analytics & data analysis
OBJECTIVE
Customer insights supporting product decisions, priorities & roadmaps
OUTCOMES
Quantitative and qualitative customer-focused insights
Discovery feedback for
iterative product improvements
Continuous research
for squad prioritisation
OPERATIONS
Aligned — Product, design &
research roadmaps
OBJECTIVE
End-to-end journey
visibility / avoiding silos
OBSERVATIONS
Jira roadmaps are standard but Miro enabled improved visibility across leadership & stakeholders
ROLE
Head of UXD &
UXR strategy
ROLE
Product strategy / Product Team & Product Leadership
OUTCOMES
Aligned & collaborative roadmaps / improved decision-making
Right product, first time
Expanding search capability, improving efficiency and increasing relevancy
