Case Study: Glassdoor gains confidence in AI product decisions with Outset

How Glassdoor Gained Confidence in Integral AI Product Decisions with Outset

Glassdoor, a major career advice and job search platform, faced the challenge of integrating AI into its user experience to compete with larger rivals. Needing to understand how users would interact with and trust an AI chatbot, they required fast, high-quality qualitative feedback that traditional moderated interviews and surveys could not provide at the necessary speed and scale. They turned to the vendor Outset and its AI-moderated interview platform to find these answers.

Using Outset, Glassdoor conducted 50 in-depth interviews in less than a day and received instant synthesis and analysis. The results delivered roadmap-shaping insights, such as identifying a critical missing feature and an issue with the chatbot's response strategy. These findings gave the team the confidence to immediately shift their product roadmap and define standards for their AI, all grounded in direct user feedback. Outset enabled Glassdoor to move forward with its AI innovation confidently and at a much faster pace.

Glassdoor

Athena Petrides

Senior Lead User Experience Researcher