Case Study: Away conducts 75 interviews overnight with Outset

How Away Used Outset to Conduct 75 Interviews Overnight With a Team of One

Away, a luggage and travel brand, faced a significant challenge when the rise of AI-guided shopping created an urgent, unplanned research need. With only a single UX researcher on their team, they lacked the capacity to conduct manual interviews quickly enough to keep pace with the rapidly evolving market trend. Their traditional research process was too slow, taking an average of four weeks to complete a study.

By implementing Outset's AI-moderated research platform, Away was able to conduct 75 interviews overnight. The AI moderator dynamically adapted to participant responses, providing human-level depth at a massive scale. This resulted in critical insights, such as discovering shoppers used AI for mid-journey decision-making, and allowed the team to complete the project in under two weeks instead of a month. Outset became a key strategic advantage for Away, enabling them to conduct deep research with speed and efficiency without disrupting their existing roadmap.

Away

Jennifer Lien

Senior UX Researcher