Case Study: Guidewire achieves stronger UX maturity with EchoUser

Guidewire builds UX maturity in 10 months with EchoUser

Guidewire, a property and casualty insurance software company, needed to build deeper empathy for its diverse global users but lacked a shared understanding of their behaviors and needs. This hindered their ability to define specific user journeys. They engaged the UX research and design agency EchoUser to create personas to address this challenge.

EchoUser implemented a multi-phase solution, starting with stakeholder education and provisional personas, then validating high-priority personas through collaborative research. They trained Guidewire's UX team and conducted persona launch events to drive organizational adoption. The results included a more skilled and visible UX team, several product teams redesigning or expanding offerings based on the new user insights, and the hiring of Guidewire's first full-time user researcher. EchoUser's work ultimately increased UX maturity and promoted a user-centered design approach across the company.

Guidewire