Case Study: Experian empowers 150 product managers to do customer research with Great Question

Experian empowers 150 PMs to do customer research with Great Question

Experian, a global tech giant, faced a challenge in empowering its 150 UK-based product managers to conduct effective B2B customer research for greenfield innovation. The process was manual and disjointed, lacking dedicated tools and a systematic approach, which made it difficult to facilitate the necessary mindset shift from problem-solving to customer discovery. To address this, the company turned to the vendor Great Question and its enterprise-grade UX research platform.

By implementing Great Question, Experian gained a centralized platform to manage participants, schedule and record interviews, and store insights. The solution provided much-needed structure, reducing administrative headaches and the potential for errors. While specific metrics were not provided, the results included a more robust research practice, higher quality research, and a faster turnaround. Experian's Head of Innovation Portfolio also cited significant value in the form of avoided administrative costs and the platform's continuous evolution. Great Question empowered the product managers to turn customer insights into visionary products safely and at scale.

Experian