Okta securely scales customer intelligence across 30+ teams
With over two hundred Dovetail users, Okta champions a mixed-method approach leaning heavily on customer intelligence. The nature of their product is built on trust, so customer insights are their lifeblood.
200+
users conducting research
30+
teams connected
1,000s
customer insights created
Ch.01
Okta leverages intelligence at scale to build a world-class authentication tool—all with security and functionality front of mind
From seamlessly accessing applications in day-to-day work to buying a ticket for a baseball game or booking a flight, Okta exists to enable anyone to use any technology securely.
With over two hundred Dovetail users, Okta champions a mixed-method approach leaning heavily on customer intelligence. The nature of their product is built on trust, so customer insights are their lifeblood.
Ch.02
Right access, right time, security first
Okta’s research team collaborates with legal and data privacy operations to manage sensitive information under strict GDPR and CCPA compliance. Dovetail’s custom data retention has streamlined their process by automating data removal and tracking expiration dates, improving efficiency and compliance. Additionally, Dovetail’s user group functionality simplifies permission management, saving time and ensuring that access is provisioned effectively based on roles and groups across the platform.
Ch.03
A powerful home for an intelligent roadmap
In Dovetail, Okta centralizes their customer intelligence into an accessible system, making it easier for stakeholders to generate, share, and utilize insights throughout the organization. The custom home in Dovetail serves as a dynamic guide, providing context on its use, and directing users to insights reports and relevant projects.
Search and feed features keep the team updated on new developments, promoting a proactive culture where insights are regularly accessed rather than waiting for quarterly summaries. Product teams use this intelligence to collaboratively build roadmaps, share findings through Slack, and convert them into searchable PDFs uploaded back into Dovetail.
Ch.04
Opening Dovetail up at scale
With over 30 teams using Dovetail, Okta has embraced system-wide access, allowing full-time researchers, product managers, designers, and others to contribute to and lead projects. Dovetail’s accessible help docs, tutorials, and templates have made customer intelligence management straightforward and repeatable. The platform's user-friendly interface and custom home have facilitated broad participation, and Okta’s future vision includes increasing stakeholder involvement in collaborative customer intelligence and learning.
