Atlassian champions the customer at a global scale with Dovetail

For Atlassian's globally distributed teams, getting close to customers can be challenging, but researchers seamlessly manage this by regularly engaging with customers worldwide. They use Dovetail to store, organize, and analyze both qualitative and quantitative data, uncovering insights that inform product decisions. Dovetail supports various research frameworks and offers flexibility, allowing researchers to share key takeaways efficiently and access relevant information without lengthy sessions. This streamlines Atlassian’s collaborative research approach, ensuring that all team members, regardless of location or schedule, can stay informed and contribute to understanding their customers better.

At Atlassian, all employees are encouraged to participate in Exposure Hours, where they dive into raw customer research within Dovetail to build a deeper understanding of their users. This initiative serves as both a valuable onboarding tool for new researchers and a way for all team members, including engineers, designers, and product managers, to access comprehensive research data and context behind recommendations. By making research widely accessible and integrating it into the decision-making process, Atlassian ensures that customer insights drive innovation and adds value across the organization, reflecting their commitment to continuous research and customer engagement.