Design Research Programs

The User Experience Research (UXR) team strives to “bring the customer into the room” as we design products to meet their needs. We answer questions and uncover insights by conducting a range of iterative research activities with the outcome of actionable recommendations. UXR supports the user centered design process employed by the Chewy Design team by filling knowledge gaps, surfacing user needs, behaviors, and opportunities in the customer, veterinarians, business, or employee's journey. By understanding and empathizing with our diverse set of customers and users, we provide accessible experiences that empower Chewy to be the most trusted and convenient online destination for pet parents (and partners). 

Outcomes of these new programs are:

  • 50% YOY increase in research being conducted by enabling the Self-service program (democratization) by answering “why” and move to a more confident design solution

  • Provided faster research turn-around without sacrificing quality bar

  • More than 300 hours was spent with customers during the past year

Chewy Research Programs

  • This program offers regular instances of customer exposure in a research setting that provides opportunity for additional data-driven experience and design decisions to complement current self-serve tools and mechanisms and other UXR offering. It closes gaps in knowledge and understanding about the customer experience in a more ’in-the-moment’ manner

  • Every quarter, the team moderates interviews with participants and observes as they naturalistically accomplish core scenarios on Chewy. The team tracks frustrations and needs on key scenarios over time. This program is a key mechanism to feed into the Top 10 customer themes reported in QBRs.

  • This program empowers designers to take a "front seat" in filling knowledge gaps to move designs forward as part of our lean design process. The program meets designers where they are in their design lifecycle and ensures they will be able to perform quick and easy research with the right resources.