Start exploring your insights hub

If you’ve been invited to Dovetail by your team and aren’t sure where to start, what to do, or how Dovetail can help you in your day-to-day, you've come to the right place! In this lesson, you will learn what is a customer insights hub, where it can help you in your work and how to explore Dovetail to discover insights about your customers.

Understanding your customers is a critical part of good product design and development. But as organizations scale, the people who work there become disconnected from the people they serve. Data overload, silos, and rigid practices mean staying close to your customer is harder than it should be.  

Dovetail is the AI-first customer insights hub that helps teams automate data aggregation, discover insights, and drive customer-centric decisions, in a single place. It is a central source of truth that organization's can rely on to ensure they understand their customers at scale. With Dovetail, any team member can access the latest findings to guide their decisions across even the largest of organizations. This includes –

• UX researchers who analyze user behavior and preferences.

• Product designers who gather evidence to create user-centric designs.

• Product managers who prioritize opportunities and oversee the development process.

• Product leaders who guide strategic decision-making.

With Dovetail, everyone can discover insights to avoid wasting time duplicating customer insights that already exist. In the workspace, there are three key areas of Dovetail where you can find customer data – Home, Search, and Browse.

Home

Home is a shared team space where you can view recent projects and discover new insights created across the workspace. Enterprise workspaces commonly customize home to include important notices, ways of working in Dovetail, and curate live feeds so anyone can explore the latest feedback and quotes from customers.

Search

The key to a successful insights hub is being able to seamlessly search and retrieve insights across teams. With search, anyone can ask questions about a specific topic, discover findings surfaced by other teams, and gather valuable evidence to support their decisions.

Dovetail's search capabilities not only show you keyword and exact terms, but unearth data based on meaning, intent, and context across data in Dovetail.

Browse

Browse is where you will find your organization's Projects and Channels. These are where data is organized for teams analyzing data in Dovetail.

What are Projects?

• Where everyday users of Dovetail conduct in-depth analysis of qualitative data like customer interviews, usability tests, surveys, and sales calls.

• Typically, managers and contributors will use projects to organize related data, and break down important moments or quotes into highlights.

• For casual Dovetail users, it’s unlikely that you’ll need to dive deep into the workings of the process of projects, however, most of what you'll see in search will come originally from projects.

What are Channels?

• Where anyone can continuously track themes in always-on, high volume data sets. They are typically set up by managers and contributors to automatically make sense of support tickets, product reviews, NPS, or churn responses.

• As a viewer, you may want to view channels to keep on a finger of the pulse of customer feedback through a birds-eye view. You will also be able to subscribe to notifications and surface relevant themes from Channels through search.