Case Study: Credit Karma builds a cross-functional journey map with dscout

Credit Karma builds a two-layer journey map with dscout after months of cross-functional research

The customer, Credit Karma, sought to understand its members' holistic car buying journey to identify opportunities for providing unique financial tools and offerings. Their challenge was to move beyond internal hypotheses and conduct foundational research in a way that would foster cross-functional co-ownership and lead to actionable product and design decisions. They partnered with the vendor dscout, utilizing its Express Mission and Diary Mission tools for data collection.

The solution implemented by dscout facilitated a highly collaborative research process. Credit Karma's cross-functional team used dscout’s platform to gather insights and then co-developed a detailed, two-layer journey map, which aligned the product roadmap and inspired quick experiments. This shared, co-owned experience led to a refined product strategy focused on key journey phases, built team conviction, and directly influenced subsequent design explorations and objectives.

Credit Karma