3.03.0

Instant insights, infinite possibilities

Register now
Go to app
Customers

Sonder scaled Dovetail fast across every Product Manager, Designer, and Researcher

Industry
Health
Headquarters
Sydney, Australia
Company size
200+
Website
sonder.io
Industry
Health
Headquarters
Sydney, Australia
Company size
200+
Website
sonder.io

01

Sonder is rapidly scaling up, using research to enable global access to on-demand, personalized safety, medical, and mental health support

Sonder offers innovative 24-7 organizational well-being and safety support, aiming to provide global access to personalized mental and medical help. Serving customers from large corporations to small businesses and universities, the Sonder team focuses on understanding member pain points, support-seeking behaviors, and building trust. To help do this, their research and design team conducts exploratory research on new features and products to ensure user-centricity.


We have been able to empower and enable the product managers, designers, researchers, even engineers to come together, prepare a research plan using Dovetail.

Paras Aggarwal
Head of Design

02

Start-up to scale up—scaling research democratization

In the early stages of Sonder, design teams conducted research on an ad-hoc basis using various tools like Google Docs, Confluence, and notes, storing them as slide decks. This approach worked when the organization was small but became unsustainable as operations matured and the company transitioned from start-up to scale-up.

With Dovetail, the team built out their research operations and democratized research across the business. Initially starting with the design team and later including product, they onboarded members by sharing Dovetail’s educational video content and leveraging guidance from senior internal researchers. Team members began as observers, took notes, and collaborated on tagging, highlighting, and creating insights, often experiencing 'aha' moments when sharing these insights with stakeholders. From one to fifteen, all product managers, designers, and researchers now confidently contribute to the Dovetail repository, transforming their research practice from ad-hoc to process-oriented and creating a rich library of user feedback.

Uncover 'aha' moments in your data with Dovetail's AI-powered analysis features.

Scale at speed like Sonder

Get product, design, and research teams on the same page with Dovetail.

Try Dovetail free

03

Centralize to learn—Building products based on better research, stronger insights

When research was conducted on an ad-hoc basis, data was not centralized, and the longevity of its value suffered as insights were often lost after projects were finished. With Dovetail as their customer insights repository, Sonder has centralized their data to quickly build context and better serve their customers. Now, all video interviews are uploaded and transcribed in Dovetail, insights are created, and relevant files and data are stored in projects—providing a holistic view and allowing anyone to dig deeper and build their own context.

With everything in one place, the team continuously learns and accesses past data to build upon, ensuring that insights truly capture the voice of the customer. This evidence-based decision-making drives design and product decisions, creating more confidence in their mission to provide global access to personalized safety, medical, and mental health support.

A platform to centralize all your customer data.


Because all the product managers and designers and researchers, they have access to Dovetail, they could go and use the tags and create insights based on the project and also be able to reuse the data that we already had.

Dr. Fatima Kamali
Senior User Experience Researcher

04

Supercharging cross-team collaboration and spreading customer empathy at Sonder

With the old systems, collaboration was complex, and research stayed within silos, making it difficult to share findings with stakeholders outside the product circle. Since implementing Dovetail, collaboration across teams has improved significantly both within and outside the product. Team members can now pair and collaborate on multiple projects, cross-share insights, and work more efficiently. This sharing experience has extended to departments like marketing and sales, who appreciate being exposed to more customer feedback. The team uses specific tags for different departments when analyzing data, allowing them to share precise and relevant insights. Overall, Dovetail has injected more customer empathy into the organization, with highlight reels showcasing real users' needs and pain points, reinforcing the value of their work and emphasizing empathy as a core organizational value.

Cluster and uncover themes with AI-powered thematic classification.


Synthesis sessions where we are involving people from different groups to come together, revisit the transcript, revisit the videos, and tag the things together.

Paras Aggarwal
Head of Design

Check out more

Read story
The Honeycomb Works supercharges development and innovation with Dovetail

Decide what to build next

Decide what to build next

Get Dovetail free

Product

OverviewAnalysisInsightsIntegrationsEnterpriseChannelsMagicPricingLog in

Company

About us
Careers13
Legal
© Dovetail Research Pty. Ltd.
TermsPrivacy Policy

Log in or sign up

Get started for free


or


By clicking “Continue with Google / Email” you agree to our User Terms of Service and Privacy Policy