What if your design decisions were driven by customer evidence, not the loudest voice in the room?
In our latest series, we’ rebringing our customer intelligence platform to life through true-to-life short stories across product management, design, customer experience, and operations. While the content of these stories may be fictionalized, the platform that makes them possible becomes a reality on October 8, 2025. Join the waitlist to be the first in the know.
Prepping for sprint planning at Paylode, a fast-growing financial technology company, used to fill Elena, a Product Designer, with a unique brand of dread. She’d hear whispers about issues from other teams—“Something’s off with the navigation,” a sales rep might say—but with countless data points spread across a dozen tools, she had no real way to verify what was actually going on. She was buried in data, her own gut feeling pulled her in one direction, and she knew the HIPPO (Highest Paid Person’s Opinion) could derail everything. It felt impossible to find the signal in the noise.
But with Dovetail, her prep for sprint planning is no longer a guessing game. Now she has Dovetail—the always-on insight customer intelligence platform that automatically centralizes and instantly transforms every customer interaction into actionable insights.
Elena’s first step is to open her Dovetail dashboard, which pulls in all customer pain points. She immediately sees that “navigation” is one of the top negative themes this month. To dig deeper, she jumps into the related channel, scrolling through feedback from support tickets, in-app surveys, and app store reviews. She sees a mix of complaints: “hard to find things,” “menu changed again,” and “where’s the search bar gone?”.
Armed with this initial context, she pulls up Dovetail’s Chat.
“What’s the specific feedback on navigation this month?” she asks. “Which part of the product do users struggle with navigation most?” “How does this compare to last quarter?"
Chat replies with a clear breakdown: the majority of complaints are tied to the new sidebar layout. There’s even a cluster of feedback from power users who used to love the product and now feel “lost.”
With a clear, evidence-backed picture of the problem, she asks Chat to spin up a doc: “Summarize navigation issues this quarter, include key quotes, dates, and any spikes in sentiment.” Instantly, Dovetail creates an editable document complete with quotes from support tickets and highlights from customer calls, which she uses to add context about the redesign and flag some clear opportunities. She shares it with the team ahead of sprint planning, ensuring their discussion is focused on real customer problems, not just opinions.
She receives a weekly digest from Channels to let her know when navigation themes spike again. She dives into the theme to uncover the main customer problems and prioritizes them in her sprint planning.
Thanks to Dovetail, Elena can go into sprint planning feeling confident and prepared, ready to champion the voice of the customer and lead with actionable, real-time intelligence.
On October 8, 2025, we’ll be unveiling a host of new revolutionary capabilities designed to drive customer-led innovation at scale with Dovetail’s first-of-its-kind customer intelligence platform. Don’t miss the moment. Join the waitlist to be the first in the know and get exclusive access.
