Careship’s mission is to “fundamentally change the way care is delivered,” as stated by User Experience Researcher Anne Büttner, who emphasizes that customer intelligence is essential for the company to become “the largest and most used platform for care booking in Europe.”

Customer intelligence is integrated at every stage of product development, starting with the discovery phase, where their team members identify the needs and pain points of their target audience to uncover product opportunities. This process continues with prototyping and testing to determine which ideas best address user problems, and product experience review is conducted to continuously enhance the user experience. Anne highlights the importance of involving colleagues in user testing sessions, as she views herself as a user advocate rather than an expert, fostering a collaborative approach to understanding user needs.

Dovetail has transformed Careship’s customer intelligence process by allowing the product team to assemble, share, and collaborate on insights while still conducting studies, leading to a faster and more efficient approach that eliminates the need for lengthy reports that often go unread. This centralization of data resolves numerous challenges, as it consolidates raw data, insights, audio and video files, and sketches in one place, while also streamlining intelligence analysis and enabling real-time collaboration among team members.

Most importantly, Dovetail enables Anne and her team to share bite-sized customer intelligence across the organization, maintaining direct links to the original source material. This efficient knowledge-sharing supports Careship’s mission to provide customers and caregivers with effective tools for organizing, delivering, and managing individual care throughout Europe.