Understanding customers to unlock growth
What we did
Customer research
Jobs to be done
UX strategy
As a rapidly expanding leader in open-source document management systems, Alfresco was moving so fast that understanding their diverse customer & partner needs was falling behind.
Tony Grout
Chief Product & Technology Officer
Mo Ladha
VP Product Management
For Tony and Mo the challenge was clear ↓
Without robust customer insights, how could Alfresco continue to build products that genuinely empowered enterprises to manage their content effectively, while ensuring GDPR compliance & robust information governance?
Their user base was vast & varied: HR managers, call center staff, decision-makers, & IT professionals across industries like insurance & manufacturing. The team faced a pressing need to prioritise the different requirements of these user profiles & align their product roadmap to meet those needs.
To stay competitive & provide real value, Alfresco needed a deeper connection to their customers' true needs.
As Tony Grout explained,
Anybody can read a book about how to create a customer journey. But the real talent lies in taking customer conversations & turning them into insights that add genuine value to the product team.
Enter littlevoice: A strategic partnership
Tony and Mo turned to us at littlevoice, as a team of experts in product development and customer research, to address this crucial gap.
Let's do this!
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Need your help
We were brought in not just for data collection but also for our cutting-edge techniques, like the Jobs-to-be-Done framework, to dive deep into Alfresco’s partner and customer ecosystem.
And we didn’t just scratch the surface—we engaged with Alfresco’s significant customers, including Cisco, NASA, and Red Hat, mapping out customer journeys that reflected the nuanced needs of every user type.
This wasn’t about validating existing ideas; it was about revealing the untapped opportunities & pain points that would direct Alfresco’s next steps.
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Turning conversations into strategic gold
As Tony Grout explained,
Anybody can read a book about how to create a customer journey. But the real talent lies in taking customer conversations & turning them into insights that add genuine value to the product team
Through direct engagement with customers and partners, we helped Alfresco create detailed customer profiles and "jobs" that aligned with the users’ goals.
These insights gave Alfresco something invaluable: confidence that their product decisions were rooted in what customers needed, not just what they thought they wanted.