How Petal Health builds healthcare solutions confidently with Dovetail
At Petal Health, their mission is clear: to transform patient care orchestration through innovative online SaaS solutions. From seamless appointment booking to intricate scheduling for healthcare professionals, Petal Health empowers the Canadian healthcare system to operate more efficiently and effectively. As this innovative leader transitioned from a client-driven model to a robust product-centric strategy, they recognized the vital importance of deeply understanding their users across Canada's diverse healthcare landscape. This commitment to user-centricity led to the establishment of a dedicated practice for customer knowledge, by Jef Desourdy, Director of Experience Design, and spearheaded by Clémentine Nowak, Principal UX Researcher.
The challenge: Fragmented data and manual analysis
Before Dovetail, research notes and insights were scattered across tools like Confluence, SharePoint, and Excel, making centralization and meaningful conclusions impossible. Analysis was equally challenging, requiring Clémentine and her team to manually review hours of interviews.
"It was everywhere," Clémentine explains. "Nothing was really centralized. And for the analysis, it was also really difficult to just listen to everything and try to figure out what are the best things we can extract from all those meetings." This fragmented approach hindered their ability to make informed product decisions with confidence.
The solution: Dovetail as the central hub for customer intelligence
Petal Health found its answer in Dovetail, recognizing it as the perfect tool to bring structure and accessibility to their research insights. The ability to streamline analysis allowed Clémentine and her team to undertake significantly more projects, accelerating their understanding of user needs.
Before Dovetail, analyzing our fragmented user data was really time consuming. Now, we’re able to take on more projects which has led to more business growth for Petal Health, backed by customer intelligence.
Clémentine Nowak
Principal UX Researcher
01
Driving clarity and confidence across the organization
With the help of Dovetail, Petal Health is democratizing user research data and fostering a culture of deep customer understanding. While the product team—including product managers and designers, are the primary Dovetail users, the goal is to expand adoption across the entire company.
The value Dovetail provides is evident in the increased confidence and clarity it brings to product development. As Clémentine puts it, "More and more people in the company are asking for more user insights. Dovetail really helps us to democratize the research." This direct access to user feedback means teams can make faster, smarter decisions at scale—ensuring they're building what matters most to their users. Plus, Dovetail's commitment to security and compliance, demonstrated by an ISO 27001 certification and GDPR and HIPAA readiness, assures organizations like Petal Health that their sensitive customer data is safely stored.
Dovetail really allows us to make all the knowledge we have straight from our users accessible. Whether it’s healthcare professionals, physicians, or partnered clients—we have all their intelligence stored in one place, which means anyone at Petal Health can have a better understanding of our users and the healthcare system as a whole, so we can create better products and experiences.
Clémentine Nowak
Principal UX Researcher
02
Faster decision-making with AI-powered insights
Petal Health actively leverages Dovetail's AI features to enhance their research process. The AI-powered summaries of collected data and automatic highlights are particularly valuable, helping users to quickly identify main topics and key points. Clémentine also finds value in AI insights and AI summaries as a critical sense-check, ensuring she hasn't missed anything important in her own analysis.
Furthermore, Dovetail's AI capabilities extend beyond individual analysis. Clémentine utilizes the Ask Dovetail and contextual chat features to quickly answer ad-hoc questions from across the organization, guiding them to relevant projects and insights within their centralized repository. Dovetail's AI capabilities enable the entire team into a customer-intelligent force, empowering them to make faster, more informed decisions.
Dovetail’s new AI features like Ask Dovetail and Search have been super valuable for Petal Health. We’re able to get instant answers about how physicians organize their schedule, for example, which is an instrumental detail when streamlining healthcare systems. We’re able to meet our users where they are to innovate faster.
Clémentine Nowak
Principal UX Researcher
03
Building the future of healthcare with continuous customer intelligence
By centralizing insights, streamlining analysis, and leveraging AI, Petal Health is not only designing meaningful experiences for their users but also driving significant business impact. Their commitment to user-centricity as an organization as resulted in confident strategic decisions and building products that resonate with the real needs of healthcare professionals in their space.
