AnswerLab Featured In New Forrester Customer Experience Case Study

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Case study showcases PayPal and AnswerLab partnership for exploratory user experience research.

AnswerLab, the nation’s leading firm with an exclusive focus on user experience research services, today announced its contributions to a new case study by the Customer Experience practice of Forrester Research, Inc., an independent research company that provides advice to global leaders in business and technology.

The case study, "How PayPal Uses Exploratory Research To Drive A Culture of Customer-Focused Innovation" describes the AnswerLab and PayPal partnership that drove new product development with innovation games and ethnographic user experience research.

"We were so pleased that Forrester tapped into AnswerLab's experience with PayPal to call attention to the critical role exploratory research plays in developing differentiated user experiences," said Amy Buckner Chowdhry, AnswerLab CEO and Co-founder. "AnswerLab's clients are often developing new technologies or addressing gaps in rapidly changing ones. Our innovative methods have helped inform and streamline their product development strategies."

Forrester sought AnswerLab's input on the case study because of the company's experience beyond traditional usability research and its innovative client base. AnswerLab does a great deal of research in developing new product concepts for technology leaders in the Silicon Valley/Bay Area. For another example of AnswerLab's ethnographic research and best practices, please see the presentation "Into the Wild: Uncovering Holistic Mobile Insights".

About AnswerLab
AnswerLab delivers trusted customer insights that help the world’s leading brands build outstanding digital products and services. The company focuses exclusively on user experience research to understand what people see, do, think and feel when using web sites, mobile applications, and other digital products. AnswerLab’s clients depend on their recommendations about product concepts, features, design and messaging to create more engaging digital experiences that drive results. Global market leaders select AnswerLab as their user experience research partner, including PayPal, Facebook,, Walmart, Honda, Microsoft, Intuit, ESPN, FedEx, Genentech, eBay, and Harley Davidson.


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Giselle Lederman
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