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For Customer Experience Professionals

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

January 25, 2012

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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.

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