Paramark

Atlassian’s world-class research teams set the standard when it comes to customer closeness

Atlassian, serving over 250,000 organizations, prioritizes customer focus in all its products, encouraging all employees to engage closely with customers. Since its founding in 2002, Atlassian has relied on its research teams and Dovetail to scale customer research effectively. Dovetail centralizes research, connects global teams, and supports better decision-making. We spoke with five Atlassian researchers about their innovative approaches and how Dovetail enhances their customer research processes.

Simply put, Dovetail enables collaborative work. It also gives us the opportunity to use, analyze, and re-use data to pull together stories, which is time-saving and really valuable.

Global teams championing customer closeness

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.

One place for Atlassian research teams to stay close to—and make sense of—their data

Atlassian practices a “team anywhere” approach, meaning their 8,000+ employees are empowered to work wherever they do their best work. Since their teams are scattered around the globe, staying connected to their team is essential.

A single platform to house research data and customer insights is the ideal solution for distributed teams like those at Atlassian. Regardless of which product or project an Atlassian team member is working on, they can jump into Dovetail to catch up on previous research, understand key themes, and draw connections across different data points. Rather than jumping around a patchwork of tools to find customer data, the team at Atlassian knows that it all exists in Dovetail, whether it be customer feedback from five years ago, five months ago, or five minutes ago.

Making better product decisions through democratized research

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.