Case Study: Sonder scales research and customer empathy with Dovetail

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

Sonder, a provider of on-demand well-being and safety support, faced challenges with an unsustainable, ad-hoc research process as the company scaled. Their data was siloed across various tools, leading to lost insights and poor collaboration, which hindered their mission to deliver personalized user-centric services.

By implementing Dovetail as their customer insights repository, Sonder centralized all research data and democratized the process across product, design, and research teams. Dovetail enabled efficient collaboration, evidence-based decision-making, and the spread of customer empathy throughout the organization, including to marketing and sales. This resulted in a transformed, process-oriented research practice with a rich library of user feedback that fuels their product development.

Sonder

Paras Aggarwal

Head of Design