Product keynote: Unveiling new innovations in proactive customer experience

And now please welcome chief product officer with user testing, Michelle Engel.

 Okay. Good morning. We're gonna we're gonna get a little energy. We're gonna respond with either good morning, howdy, any language you want. So good morning. Howdy.

 Woo. That was good. That was good.

 I hope everybody had a great time last night at Clive.

 Today we're gonna pick back up on our conversation about the customer journey and bringing insights into your organizations.

 Yesterday, we teased some of the new innovation we have coming, and we're gonna go into some more detail today, and then we're gonna wrap up with a look at twenty twenty five.

 Okay.

 Great. Customer experiences are not created overnight, and we know very well that digital transformation programs can be complex, painful, and overall really hard to get that, marriage that you see with chocolate and peanut butter or since we're in Texas, chips and queso.

 But really, when we think about bringing together user testing and user Zoom, we want to create that same addiction, that same you can't pass it up factor.

 And the best way for us to do that was by having a ton of customer conversations.

 So we've spent the past eighteen months really thinking hard about how to remake the combination of user testing into our new all in one platform.

 And we've spent countless hours having conversations with many of you and thinking about how, for the future, to build this platform in a way that brings together not just the parts that you all know and love of user testing and user Zoom, but how to do it in a way that sets us up for the future that thinks about how your roles are changing, how to make them better and improved.

 So we've talked to you all. We've talked to all of our customers and prospects, and we've gone through the process of making scope trade offs and prioritization and really thinking about the best way to transform.

 And we know that we have the luxury of talking to all of you, but it still shocks me how little everyone else is doing it. So sixty seven percent of design projects receive no research support, and fifty percent of product managers are literally just guessing. They don't talk to customers. They just design and think about a feature and move it over into engineering.

 And fifty percent of marketing deliverables are not vetted with customers.

 That introduces brand risk, business risk, and we really believe that without that peace of mind and confidence in your decision making, you risk wasting resources, wasting time, and having to redo work.

 So what we wanted to do was share a look at how we brought all of you into this journey to create the combined user testing and user zoom.

 And I am incredibly proud of the team over the past eighteen months. We have had so many conversations. And if you were a part of those conversations, a huge Texas sized thank you for your time and your energy in helping us get it right.

 So over the past eighteen months, we've run a hundred and fifty seven studies.

 We've talked to over two thousand of our customers.

 We also brought non customers and employees into those conversations so we could think differently about what we were doing. And our employees are using our product every day, and they are servicing all of you.

 And we had over six thousand survey responses.

 And we didn't do that all up front and then just sort of go on our journey. We did it across the phases of development.

 So when we first came together, obviously, user testing and user Zoom had a ton of research already.

 We reviewed that, and then we started to engage into these conversations.

 So we started to talk from a perspective what was important, what wasn't important, what did you value and we really shaped our roadmap and we made prioritization choices.

 And then as we designed, we continue to have that evaluation step and did forty one percent of the research during that stage.

 And then the last piece is around, did we get it right? How do we know we're ready to launch? And so we did ten percent of it in that measure phase.

 So it's great that we did all that testing, but I'm really excited to look at this chart with all of you.

 So this is QX score. Hint, you're probably gonna see it again, maybe a few times.

 But it really helps us understand how we did.

 So what we have is a benchmark that lets us know if we're delivering or we're not. So I'm gonna look at two examples on this screen.

 The first, and it's raw, so there there is some pain on this screen.

 The first is adding a new user to a workplace.

 It was really bad. It was a horrible experience. If any of you ever tried to do that prior to the changes, I am incredibly sorry.

 It was painful.

 And we had a really passionate product manager paired with a really passionate designer who wanted to make sure that adding a user to a workplace didn't involve hunting for it, trying to find it, multiple steps, all of the pain that existed with this feature.

 And so we redesigned it, we launched it, and you can see we saw a fifty point improvement in that experience. So, yeah, yes. We're excited. It's a small thing, but it's part of why we're here. We want to deliver for all of you.

 The second one I would call out is the build a survey.

 So we had these benchmarks being created as we went through our survey, development.

 And with every iteration, every alpha, beta, enhancement, we continued to check it against the QX score. So we knew that we were making incremental progress, that we were improving the experience, and that our customers liked what we were doing.

 And so, ultimately, it's about the business outcome.

 And so you can see that by launching surveys and some of the other improvements, we've seen a thirty six percent increase in the usage of the platform.

 So if you are a user testing customer and you haven't explored surveys, I would encourage you to take a moment and take a look at it. We're seeing usage in ways from other personas like product management and marketing because it's easy and it's simple and it uses our audience, and you can get quick, iterative feedback and really understand your customers.

 So we know that it works. We know that we have put a ton of research into this, And I can stand up here and with confidence be excited about launching our all in one enterprise platform for human insights. So in a couple minutes, we're gonna have, some of my amazing friends and colleagues come out, and we're gonna walk through it in detail.

 But ultimately, the future state takes the leading provider of qualitative analysis, user testing, and combines it with the features of quant and advanced capabilities of user zoom all in one place.

 But I want to pause for a minute because I would be remiss if I didn't call out that we know change is complex, and our goal is to make this as easy as possible for you.

 User Zoom is not being sunset. It will continue to exist for years to come. We know it's a powerful tool, and it has, frankly, super fans who adore it. We are building programs and support to make sure you know that we will support you on the platforms we provide as well as guide you if you choose to change.

 So it's ultimately about the future and when we think about the future, it's about how we can use the powerful insights for your organizations to help guide your businesses and that leaves us at insights hub which is where we have brought the capabilities of EnjoyHQ into this unified platform but we have really taken a redesign and a rethink of how to do that in the best way for the future with powerful AI sitting on top of it.

 So let's get to this in more detail. We're thrilled to walk you through all of these exciting changes. So first up, Hannah Zong will be coming out to talk about our investments into delivering insights at your fingertips, walking through the Insights Hub and Insights Discovery, as well as how we're pulling that out into Atlassian.

 After that, we'll have Jason Giles coming out to really talk about how we're and Jason is our VP of design and research, and he's gonna talk about how we're rethinking the designer experience, how to make that easier for them to utilize customer insight. And that will involve our new Figma integration as well as our new interaction testing capabilities.

 And then lastly, Leah and Chris will be coming out, and we'll really take a deep dive into benchmarking and QX score.