How we use Aha! Discovery to report on customer insights 10x faster
Joseph (Chad) Shupe
Manager, Technical Product Management
We had a problem
At Octave, we are modernizing our flagship product, Octave Forte 3D: a data-centric industrial design and engineering platform used for mission-critical work across the full facility lifecycle. Our product team dedicates a significant amount of time listening to customers through quarterly system reviews (scheduled calls we have with customers each quarter). Those conversations are rich with feedback. But turning that feedback into something the broader organization could use was harder than it should have been.
Prior to using Aha! Discovery, our customer research was fragmented. We had to manually comb through transcripts of recorded interviews to identify key takeaways. Turning customer feedback into actionable insights for our organization took considerable time.
That lag had consequences. Sometimes important context was lost. And when it took too long to organize insights, it was harder to make decisions about what to build and keep internal stakeholders aligned with what we were learning.
Aha! as a solution
Aha! Discovery gives us a faster, more structured way to work with customer feedback. We use it to pull insights from our quarterly system reviews and turn them into reports the rest of the organization can use.
First, we immediately upload our interview transcripts into Aha! Discovery using the Microsoft Teams integration. We then use Elle (the AI assistant in Aha! software) to speed up analysis. So instead of combing through transcripts by hand, we move directly from conversation to insight by instantly uncovering key quotes and learnings.
Our team used to spend at least several weeks manually reviewing transcripts. Now, we work at least 10 times faster by creating same-day reports with Elle that help us take action and stay closer to our customers.
The pre-built insights report templates do a lot of the work. Views like jobs-to-be-done and problem validation help us surface themes fast instead of hunting for them. We love the report templates Aha! Discovery provides, especially the voice of the customer template. It presents the themes clearly and lets us know what is working and what we need to improve.
Life is good
Today, customer insights move through our organization much faster. One of the biggest improvements is turnaround time: We can create reports and share them with internal stakeholders the same day as our customer system reviews. That gives our team a more immediate way to communicate what we are hearing and what deserves attention.
Improving how quickly we generate insights has had a positive impact on multiple areas of our business. We can provide faster responses to customers, give immediate visibility to our stakeholders, and link customer insights directly to our product plans to effectively influence the roadmap.
With Aha! Discovery, we are accomplishing our bigger goals of streamlining workflows and prioritizing the features our customers need to be more productive.
Aha! Discovery has freed up time our team previously spent on transcript reviews. Now, we have more room to focus on how we are doing and where we need to go. We use customer insights to guide our product decisions with confidence.
