“The most expensive usability test that you’ll ever do is the one that you actually don’t do.” When Experience Quality Becomes a Release Gate DocuSign is a big organisation with a broad product surface area. That is exactly why Amit Sathe and Marina Lin decided that “research insights”
The uncomfortable pivots, the moments you get “dumped” by your own company, and the stubborn grit it takes to get to the end of a day when nothing is working. Prayag’s story begins where many product stories end: in research, not as a supporting function but as an identity.
“Optimising for the right thing is a good idea. Optimising for the wrong thing is a bad idea.” Chris Wiggins began with an image that felt nostalgic and slightly brutal. The original New York Times experience was a newspaper, a “dead tree” spread across a kitchen table. Readers navigated by
“There’s power in the making. You can control the conversation and bridge the communication gap by making.” A B testing feels like a cheat code when it works. You get clarity. You get confidence. You get a neat little chart that says the decision is “obvious.” Ryan Leffel, Head
“Customer intuition is the ability to understand and anticipate customer needs, pain points, and behaviours throughout the product lifecycle.” When a new Chief Product Officer arrived at Docusign, the research team got a request that sounded both important and slightly impossible: build stronger customer intuition across the organisation. Marine Palamutyan