A Foundational Effort to Build Upon

Problem:

In order to achieve its goal to increase cloud adoption and reduce tech spending, Liberty Mutual relied heavily on CloudForge—its enterprise CI/CD software development and delivery platform—to provide an easy-to-use, end-to-end experience for its development teams that would facilitate the required work. The problem? CloudForge lacked fundamental knowledge and insight into its users’ behaviors, preferences, needs, and pain points. As a result, CloudForge struggled to set priorities and build out a user-centric product strategy.

Prior this point, CloudForge was primarily driven by business needs and was catering to a group of innovators and early adopters. However, growing business demands required that they scale the platform and expand its services to accommodate a fast-growing user base. CloudForge needed to cross the chasm…foundational user research helped them to figure out how.

My Role
UX strategist and user researcher

My Responsibilities
User research study design
Strategy

Team
Jon Maislen: Product Owner
Dave Ehringer: Sr Architect
Bobby McDonald: Research assistant