I'm Sofia Quintero. Founder and CEO at EnjoyHQ. Previously, Head of Growth at Geckoboard. Customer Research is my thing... AMA!

[Sofia (Sofia Quintero)]

@dlitt

Thanks for making yourself available! I’d love to know whether you’ve applied any customer discovery and alignment techniques to INTERNAL customers (ie. employees), and if so, how do you incorporate this data into your learnings? (For background, I’m interested in creating employee retention programs that are designed to support a diverse workforce who have a wide variety of needs, and yet still feel fair even if that means employees are accessing different levels and types of support.)

This is a very interesting question I’ve never done internal research in the way that you describe it, but I would imagine that the same principles of customer discovery can be applied. At the end of the day, you are trying to understand other humans. UX research methods are designed to help you to understand psychology and behavior, so I would give it a go for sure. The jobs to be done framework comes to mind. I always find it helpful in most research questions.