Case Study: Uniqa accelerates customer research insights with Dovetail

Uniqa conducts five times more customer research using Dovetail

Uniqa, one of Europe’s largest insurance providers, needed a better way for its Digitalisation & Innovation team to drive customer-centric decisions across a bilingual, multi-team environment. The customer experience team faced challenges scaling user research, recruiting participants for insurance-related studies, and sharing insights in a way that worked for both German- and English-speaking stakeholders.

Dovetail helped Uniqa store, analyze, and synthesize qualitative research from ethnographic interviews and usability tests in one place, replacing scattered spreadsheets and folders. Using Dovetail for tagging, insight discovery, and sharing summaries, Uniqa increased qualitative studies from 3 in 2017 to 16 in 2018, improved access to research findings, and created a more efficient source of customer insights across teams.

Uniqa

Sonja Bobrowska

CX Researcher