Case Study: Away achieves a 20% add-to-cart rate on Softside luggage with Outset

Away Successfully Launches Softside Luggage, with the Help of AI

Away, a luggage company, faced the challenge of deeply understanding customer preferences for its new Softside luggage line. With traditional research methods being either too shallow or too time-consuming, they needed a way to gather rich, qualitative insights at a large scale and high speed to guide their crucial launch decisions. They turned to the vendor Outset and its AI-moderated research platform to address this.

Using Outset, Away conducted 78 in-depth interviews within a single week. The AI-driven insights revealed key customer priorities, which were used to optimize the launch page with specific content addressing durability and flexibility. This strategy, informed by Outset, led to an exceptional 20% add-to-cart rate on the material education page, a figure that surpassed the performance of their other long-optimized product pages.

Away

Jennifer Lien

Senior UX Researcher