Streamlining User Research Across the Organization
Sonder, a company focused on enhancing employee well-being, integrated BuildBetter into their operational processes. This case study explores the challenges Sonder faced, the catalyst for change, the implementation of BuildBetter, and its subsequent impact on their efficiency and decision-making.
“It's insane how calming it is to have BB sit in on meetings. Sometimes I can't see the red thread/connecting dots in the conversation but when I review the notes, it makes me a bit more sane.”
Tash Keuneman, Head of Design, Sonder
The Challenge
Sonder experienced several operational inefficiencies: difficulty in tracking and connecting critical conversation points during meetings, challenges in mapping progress back to customer insights and team decisions, and a general lack of clarity and consistency in team communication. The need for a solution became apparent when team members repeatedly struggled to identify the red thread in conversations and decisions, leading to fragmented and inefficient workflows. This prompted Sonder to seek a tool that could enhance meeting clarity and improve the decision-making process.
The Solution
Sonder integrated BuildBetter into their meeting processes. The AI tool sat in on meetings, capturing detailed notes and connecting key discussion points. It facilitated enhanced visibility and clarity in conversations, efficient tracking of progress linked to customer insights and team decisions, and a structured approach to summarizing and reviewing meeting outcomes. Sonder plans to continue expanding the use of BuildBetter across more teams and departments, utilizing advanced features for deeper insights and analytics.
The Results
The implementation of BuildBetter led to significant improvements across Sonder's operations. Team members reported being less stressed, as they have fewer back-to-back meetings and could review clear and concise notes post-meeting, making it easier to connect the dots and understand the overall narrative. The tool enabled better product decisions by providing a comprehensive map of discussions linked to customer feedback and insights. Time spent on manually summarizing meetings and tracking progress was reduced, allowing teams to focus on strategic tasks.
What they're saying
“The way cross-functional teams use BuildBetter to save time and make better product decisions continues to surprise me. We can map our progress back to customer insights and team decisions. It's a product that lifts everyone up.”
Tash Keuneman, Head of Design, Sonder
“ChatGPT is a parlour game compared to this.”
Mark Gale, Head of Architecture, Sonder
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