Zapier’s 1,000+ team members have tens of hours back weekly thanks to Dovetail’s customer insights hub
1,000+
team members collaborating
100s
hours of research data centralized in one place
40+
countries connected—despite being fully remote
01
Learn how Zapier centralizes customer data and stays connected across their fully remote organization with the help of Dovetail.
Zapier is on a mission to make automation work for everyone. Founded in 2011, they saw an opportunity to connect the software we use every day to streamline workflows more effectively. With Zapier, apps like Salesforce, Intuit, Google, and Dropbox can integrate to move data between them automatically, freeing up time for users to focus on impactful work.
Head of UX Research Roy Olende shares how Zapier’s internationally scattered teams approach research, as well as why Dovetail has been a game-changer in centralizing customer data, connecting their customer-obsessed teams, and maximizing efficiency through insights that anyone can access—from new starters to leadership.
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Keeping 100+ hours of data accessible in one centralized insights hub
For Zapier, research has always been crucial, meaning they have hundreds of hours of invaluable customer data. Before Dovetail, this information was scattered across multiple platforms, creating silos and hindering meaningful analysis and collaboration. As the team scaled, finding data became challenging, contradicting their focus on automation and efficiency. With the adoption of Dovetail, Zapier quickly imported and organized all research insights into a centralized hub, allowing the team to easily access data from months or years prior and confidently resurface insights to make faster, better product decisions.
Search through a centralized insights hub.
I can jump into Dovetail, search for either "strategic initiative" or a keyword, and—boom. So context building really quickly is very helpful.
Roy Olende
Head of UX Research
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Connecting a customer-centric and intrinsically curious workforce
Zapier, a fully remote organization with teammates in 40 countries, values connecting and integrating software, and their culture reflects this. They rely on intuitive tools like Dovetail, a centralized insights hub, to make well-informed product decisions based on customer data. Dovetail fosters collaboration across continents, empowering everyone at Zapier, from product managers to executives, to make informed decisions. By democratizing research, it allows teams to get closer to their customers, whether through senior leaders watching highlight reels or new starters hearing product feedback for the first time. Dovetail seamlessly brings research to all Zapier team members, wherever they are.
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Combatting mental overload with simplified insights
As a fully remote company, Zapier team members often struggle with processing and retaining information shared through numerous documents and platforms. Dovetail combats this mental overload by consolidating and organizing data into simplified insights, reducing stress for Roy and his team.
By centralizing insights in one accessible platform, Zapier saves tens of hours weekly, allowing teams to focus on what truly matters instead of searching for customer data or duplicating research. This streamlined access to data accelerates learning and product development, ultimately leading to decisions that delight their customers.
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