Case Study: Miro improves user feedback analysis and roadmap prioritization with Caplena

Caplena centralizes all of Miro's user feedback from CX collection systems, review platforms and in-house data warehouse systems into a single platform

Miro, a collaborative whiteboarding platform with nearly 60 million users, faced the challenge of analyzing a massive volume of user feedback from over 12 different data sources. With over 10,000 text responses to process, their goal was to systematically uncover insights to inform their product roadmap but they lacked a streamlined way to categorize and understand this data. To address this, Miro turned to the vendor Caplena and its feedback analysis platform.

Caplena provided a centralized solution for all of Miro's user feedback, featuring a customizable topic collection that allowed Miro to define over 100 company-specific themes. The platform's interactive dashboards enabled teams to gain actionable insights and distribute them across the company through various reports. As a result, Miro established a structured feedback process that led to informed decision-making and direct product improvements, such as quickly identifying and resolving a critical app performance issue.

Miro

Lisa Knowles

User Insight Analytics Manager