Join thousands of product people at Insight Out Conf on April 11. Register free.

Start free

Craft a home for insights

Store customer research, feedback, and insights in one place and empower your team to put the customer first.

Start freeView pricing

Customer interviews

Recommendations for improving accessibility

Northcote Aquatic Centre, Melbourne has run swimming classes in Auslan since 2014, with families traveling from around the city to attend...

2 hours ago

Customer interviews

2 hours ago

High volume feedback analysis

Deloitte US: 2023 Technology Industry Outlook

2 hours ago

Mobile app research

Bugs are negatively affecting our app scores

2 hours ago

Product feedback

1 hour ago

Mobile app research

Interview #2: Blake

Thanks for taking the time to talk with us today. I would like to hear a little bit about how you found out about our app. Yeah. Actually a colleague from another company was using it at their work and they thought it was really helpful and helped them get stuff done and seemed like it could be applic...

3 days ago

First user onboarding

Unmoderated: Anna
Pricing page3

35 minutes ago

Mobile app research

User experience23

3 days ago

Market research

Adobe Stock: Creative Trends Report 2022

2 hours ago

Customer interviews

Users struggle to find trends from a smaller audience pool

And then we’ll probably do some pull requests, review some code, make some decisions... And then for the rest of the day just work on a ticket that’s been assigned...

Yesterday

Mobile app research

Navigation12

3 days ago

Building VoC 2023

“Actionable” insights are those that can be used to influence product decisions

4 hours ago

High volume feedback analysis

Interview #1: Bec

I, yeah, I really like that there's like a focused mobile experience. It's really impressive that you've brought all of those like concepts down to like a app friendly format and it's really nice to be able to ju...

Customer love13
Mobile experience8
User experience23

Yesterday

Views filtering

🕹 The experience did not really meet expectations, but I'm not sure this was due to the task clarity

12 minutes ago

Build your insights hub

Make your team feel at home by adding your organization’s flair to your insights hub. Here’s how other teams customize Dovetail to suit them.

screenshot of Starbucks's dovetail landing page
Insights hub search section illustrtion

Help your team uncover insights in reports, spreadsheets, and presentations by organizing all of your data in one place.

Desktop app

Market research

Jönkoping University: The Triggers of Buyers Regret of Impulsive Purchases

2 hours ago

Blog content 2023

How to make something simple with Jess Faccin from Canva

2 hours ago

Mobile app research

Customers prefer our desktop app and are struggling to gain value on mobile

2 hours ago

Industry trends

E-commerce Market Share, Growth & Trends Report 2020-2027

2 hours ago

Competitor analysis

Digital Summit 2023: The Future of Tech and AI

1 hour ago

Chat usability testing

Most customers prefer to use our real-time messaging chat feature for communication

2 hour ago

Buyer research

Sep 30 - Buyer research walkthough

2 hours ago

Insights hub

Global Reporting Initiative: SDG Progress Report 2020

2 hours ago

100 views
Metrics
Customers prefer our desktop app and are struggling to gain value on mobile
Important
Team
Date
Next
Design
2 Feb 2023

Kai Forsyth

2 hours ago

@Bec Lourey This is great! Let’s run through these findings with the team during the kickoff next week.

Summary

Customers prefer our desktop app and are struggling to gain value on mobile, due to issues with wayfinding and onboarding. Performance is also an issue, and customers are switching to competitor tools.
Background
Customers have noticed that wayfinding and onboarding is quite difficult and slow on our mobile experience and missing key features to speed up their workflow. These customers as a result are moving back to our desktop application.
This is a cause for concern as a lot of our customers are worried about the reliability and overall performance of the app.
Because of this some of our customers are not switching back to our desktop experience but moving to our competitor tools instead.
Evidence
The main drivers of this seem to be related to onboarding and the performance of the app:

Mobile app research

Interview #1: Bec

Mm, it's really good. I, yea, I think if it was a little bit faster, I'd be way more inclined to check things on my phone at the moment. I still would prefer to use the web app on desktop, but i think if you fix those issues with the slowness, it would be i'd, I'd go to it all the time.

Performance10

Mobile app research

Interview #2: Blake

Well, so i found it really difficult to sort of find my way around the app. So i kind of came in trying to get, continue my, you know, progress on a piece of work and i was having trouble just finding where it was. Like there was some lists on the left and there was like a page on the right, but that wasn't my team‘s page. I was just a bit confused. There was no search or anything like that. So i wish that was easier.

Navigation issues4
User experience23
A recently published benchmark report also highlighted that our adoption metrics are below what is considered the industry standard for consumer mobile apps:
Benchmark reports-kit.zip
ZIP
Uncovered themes
These themes are also reflected in our reviews on both the Apple App Store and the Google Play Store:
⭐️

Our app store rating has recently dropped from 4.3 to 3.8 over the last few months and we’ve noticed an increase in mentions of performance.

Mobile app research

Herleifr Waldemar

Love using the app but slow sometimes. I've been using this app on iPhone, iPad and Mac for a long time, and have been extremely happy with it. But sometimes I do think the app gets a bit slow.

Mobile app research

Some features are slow but overall great app

Some features are slow but overall great app. I enjoy using this app a lot but it really bothers me that some actions take a lot of time to complete.

In our evaluative research
our quantitative survey also highlighted that users struggled to complete Task 4
which we believe is a significant contributor to adoption on mobile:
Task 1Task 2Task 3Task 4
Time on task3:040:530:301:20
Useability score8677

Influence with insights

Ditch the slide deck and create beautiful evidence-backed insights that inspire action.

summarization
analytics
sharing
images
formatting
references
files
layouts
comments

Understand the impact of your research

Metrics on insights and files tells you who’s reading your work, including aggregate data like audience, engagement ratio, and more.

Organize insights and files in projects

Pick the best way to organize your content depending on the size of your team, the number of departments, and privacy needs.

Research reports
Voice of the customer
Product feedback
Competitor screenshots
Sales demos
New starters guide

Share insights with your stakeholders

Surface research insights in the tools your stakeholders use with Slack, Atlassian, Notion, and Zapier integrations.

Slack

Share customer insights, get updates about changes in your projects, and receive notifications—all via Slack.

Confluence

Connect Dovetail and Confluence to see rich embeds of customer insights within your pages.

Notion

Post research in Notion with rich previews so everyone has context of the project.

Trello

Give visibility to insights on your team’s Trello board and make organizing and prioritizing easier.

Jira

Surface insights within Jira issues and give context to the team’s feedback management, bug reports, or support tickets.

Zapier

Unlock powerful workflows and automations based off triggers and actions with the thousands of apps on Zapier’s platform.

Measure, learn and improve

Understand how your team engages with customer insights and improve customer-centricity over time.






2,141
August
4,072
September
3,276
October
5,021
November
1,845
December
2,873
January

Projects

Notes

Tags

Highlights

Insights

Keep data safe and secure

Control access and permissions to who can see what at the workspace, folder, and project level.

Security and privacy

Power features

Automatic summarization

Automatically summarize notes and identify key takeaways from your insights.

Flexible editor

Tell a compelling narrative with multi-column layouts, videos, images, and sticky notes.

Document analysis

Import, analyze, and store your files, presentations, images, videos, and other documents.

Powerful search

Explore the contents of your presentations and reports to find the insights you need.

Integrations

Import content from Google Drive and Zoom, and embed Figma, Miro, and more.

Highlight reels

Stream a playlist of all video and audio highlights for any of the tags created.

Analytics

Measure engagement and demonstrate the impact of research in your team.

Evidence

Maintain traceability with references to evidence collected during analysis.

Presentation mode

Present insights on the big screen with a beautiful presentation mode and public sharing.

Public sharing

Share insights with stakeholders who don’t yet have a Dovetail account.

Comments and mentions

Discuss research data and insights, and agree on the next steps as a team.

Customize projects

Use projects how you like—disable and reorder notes, tags, insights, highlights, and charts.

Embed links

Preview links from the tools you use including Figma, Google Docs, Vimeo and more.

Zip Money
Matter
Seek
Astrazeneca
Universal Music
Sendle
VMWare
Meld Studios
Docker
Breville
Harvard
Deloitte
Volkswagen
Porsche
Shopify
Starbucks
Cisco
Condé Nast
Nine
Drift
BCG Digital Ventures
Shell
Singtel
Procore
ProductPlan
KPMG
Zurich
Salsify
OpenTable
Sage
Moody’s
Brighte
Airtasker
State Street
Lenovo
Bunnings
Austrade
Wave
Intel
Hopin
Iress
Ideagen Plc
Signant Health
Blue Yonder
Wise
NNG
Autodesk
Product Hunt
NTT Data
Domain
Aesop
Delivery Hero
Tetra Pak
Canonical
Strategyzer
UKG
Workable
UC San Diego
Teradata

Join 10,000 teams building a customer insights hub

Get started for free, then upgrade from $29 USD / month.


Your customer insights hub

Turn data into actionable insights. Bring your customer into every decision.

Start free

Product

InsightsAnalysisAutomationIntegrationsEnterprisePricingLog in

Company

About us
Careers9
Legal

© Dovetail Research Pty. Ltd.
TermsPrivacy Policy

Log in or sign up

Get started for free


or


By clicking “Continue with Google / Email” you agree to our User Terms of Service and Privacy Policy