Zero to One:
Scaling Enterprise Feedback
Summary
A Fortune 500 insurer invested $100M+ in a digital transformation of their client portal, but lacked any systematic way to measure client experience or validate this massive investment.
As Principal Researcher, I saw an opportunity to transform how the organization listened to its clients.
Within 90 days, this initiative influenced 15+ product backlogs, established new enterprise-wide standards for measuring client experience, and shifted a 178-year-old company's culture from resistance to embracing user-centered design.
ROLE: Principal Researcher
TIME FRAME: 12 Months
The Challenge I Faced
Within the 178-year-old Fortune 500 insurance company, I encountered an entrenched culture resistant to human-centered design research.
The organization was embarking on an ambitious journey, moving from traditional relationship-based interactions to a self-service portal.
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A critical blind spot
There was no way to measure how well the solution was actually serving our clients. A 1,000+ person Product & Technology organization was making decisions based on scattered data points and assumptions
Only ad-hoc client feedback available
No success metrics for client experience
No framework for systematic feedback collection
I made a strategic move​​​​​ to gather client feedback from another angle
Instead of accepting the status quo, I saw an opportunity amonst ad hoc feedback and lack of metrics. I recognized the opportunity to fundamentally transform how clients were listened to.
I developed a strategy that would not only deliver the metrics leadership needed but also have an impact on the entire product development and product teams relationship with client feedback.
I turned obstacles into opportunities ​​
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Initially I faced skepticism from Senior Product Leadership, complex enterprise security requirements, resource constraints, and cultural resistance to gathering feedback from clients.
I turned these obstacles into opportunities and crafted a zero-cost implementation strategy using existing tools.​
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​The path from vision to reality required careful orchestration over twelve months
Having secured leadership buy-in with a zero-cost strategy, I now faced the challenge of implementing this vision within a complex enterprise environment.
Success would require careful orchestration of multiple stakeholders, from security teams to product owners, while maintaining momentum despite organizational constraints.
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PHASE 1
Setting the Foundation
Months 1-2
‣ Crafted a compelling pitch around zero-cost implementation
‣ Created an interactive prototype to demonstrate value
‣ Secured that crucial first "yes" from Senior Product Leadership
PHASE 2
Building Trust & Infrastructure
Months 2-6
‣ Navigated complex security requirements
‣ Built a comprehensive security review package
‣ Collaborated with security analysts to address concerns
‣ Designed a robust data collection framework that met enterprise standards
PHASE 3
Launch & Refinement
Months 6-9
‣ Implemented the feedback system
‣ Carefully monitored collection parameters
‣ Initiated weekly reporting to show immediate value
‣ Made real-time adjustments based on early results
PHASE 4
Scaling Impact
Months 9 and beyond
‣ Achieved statistical validity in the metrics
‣ Established regular product owner feedback meetings
‣ Created a sustainable process for ongoing insights
‣ Built momentum for cultural change
I delivered results within
90 days of launch​​​​​
After months of methodical preparation and stakeholder alignment, the feedback system went live. The impact was both immediate and transformative, delivering significant results within the first 90 days of launch:
DELIVERED
First statistically valid client experience metric with 90% confidence
DELIVERED
15+ product backlogs influenced through direct client insights
DELIVERED
Catalyzed the creation of weekly product owner client feedback meetings​
DELIVERED
Transformed product decisions from assumption-based to evidence-based
Impact Beyond Implementation
What started as collecting metrics to calculate an Experience score became foundational change in how the product organization operates.
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This systematic approach to client feedback continues supporting the organization's $100M+ digital transformation efforts, providing a sustainable model for measuring and improving client experience.
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The framework ensures product teams are equipped to make data-driven decisions well beyond initial rollout, setting a new standard for how the enterprise delivers value to clients.
Framework
Established a repeatable process for collecting and measuring client experience KPIs with a defined population that has statistical signifigance.
Active Engagement
Product Owners actively engage with client feedback. Weekly feedback review meetings are now standard practice across all product teams
New Measurement Standard
New standard for measuring client satisfaction with a clear, zero-cost framework exists for measuring client experience.​
Cultural Shift
Shift from resistance to embracing client feedback. Teams proactively integrate user research into their development cycles, reaching 1,500+ enterprise users in the rollout phase