Insight Community Drives Innovation for Vistaprint
Building an online insight community to drive innovation across Vistaprint's business
The Challenge: Getting Faster Insights
Vistaprint wanted to turn its slow and low-engagement customer panel into an active online insight community. Their goal was to get insights quickly and help everyone use customer feedback in their decisions. They partnered with Insight By Design to address these needs.
Our Solution: Creating an Online Insight Community
We built a new digital insight community from the ground up. We moved existing members and invited new ones to join our fun platform, “Vistaprint Voice.”
For over 8 years, this community became the main place for answering important business questions. It gave helpful insights into small business customer attitudes, behaviors, brand perceptions, unmet needs, and marketing challenges.
The insight community let us run regular research projects. We looked at the path to purchase and key moments in the customer journey. We found where Vistaprint could have the biggest impact and shared customer stories through video diaries. Also, we were able to track market changes and watched competitors.
We gathered insights through discussions, live chats, video submissions, and mobile diaries. We used multimedia tests and regular surveys too. When needed, we matched with first-party customer data and quickly found people for in-person research and events.
Our Impact: 95% Satisfaction
We achieved 95% member satisfaction with low dropout rates. The success of the online insight community allowed us to expand it to include non-customers. This gave Vistaprint more market insights to help with growth.
Our strong engagement and new research methods led to a 350% increase in participation and responses compared to the previous community provider.
“The greatest benefit to having Chris as a partner is his efforts to fully engrain himself in your business and understand the why behind the research.”
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