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For Customer Experience Professionals

How PayPal Uses Exploratory Research To Drive A Culture Of Customer-Focused Innovation

January 25, 2012

By Vidya L. Drego with Ron Rogowski II, Allison Stone

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Why Read This Report

Exploratory research uncovers customer needs that have yet to be met, exposes opportunities for differentiation, provides a holistic view of a problem space, and helps firms keep pace with the quickly changing technology landscape. PayPal, in collaboration with its user experience research partner AnswerLab, uses a class of techniques called innovation games to hone its vision for new products. The research teams' techniques have dramatically improved product definition and requirements documentation while driving stakeholder understanding and engagement in customer experience.
Tags: Customer Experience Management, Emerging Market Research Strategies, Financial Services, Innovation Networks, Innovation Strategies, Market Research, Online Payments, P2P Payments, Research & Development, Retail Payments, Technology Product Strategies
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