How Plunet established a structured research process with

Plunet started its journey to implement user research practices into design sprints. From there on they decided that every feature idea had to be tested with real users before implementation. The scope of research is very broad and reaches from generative research for better understanding users to evaluative research.

About Plunet

The leading business and translation management system Plunet BusinessManager provides a high degree of automation and flexibility for professional language service providers and translation departments. Plunet has more than 60 employees, 3 of whom are Experience-Designers.


The first research project of Plunet went a bit rough. Without a structured process and no tool support research can get hectic. Weeks before the final design sprint presentation, their offices were covered in printed-out interview transcripts and post-its. Obviously, it was hard to keep track of and cross-check the information between the different interviews.

The actual analysis process was time-consuming and only delivered benefits for this one particular project. The analysis was only traceable via post-its and the insights vanished in PowerPoint reports. All additional and deeper knowledge gained during the research got lost after this point.

Plunet researchers realized that they not only needed a tool to guide them through the analysis process but also required a way to store their findings in a shareable, structured, and easy to understand format. Their UX designer Jesús Espuña started to look for different research tools and UX repositories to help Plunet streamline the analysis process and maximize the impact of their UX research.

How helped

Plunet decided to use which enabled Plunet to structure their research process in one single tool.

At first, a structured tag taxonomy that could be used across research projects was developed within the tag manager. The resulting tag overview and tag groups now provide a common understanding of the analysis process and help stakeholders outside the design team to better understand and follow the research. In addition to that, access to the user research data changed. In the past only the design team had access, now the research findings and insights were easily shared across the company – fostering communication and buy-in.

As a noticeable effect after multiple studies, the analysis process got significantly faster, thanks to the lightweight tagging UI of

Also, old research data came to life again, with the help of the tagging feature. If new research is conducted it takes just a few clicks to cross-check it with the old research. Plunet already used the cross referencing tags to enrich their user personas with research findings from multiple studies. With cross referencing they linked interesting parts of an interview directly with a user persona. Therefore everybody in the company not only had easy access to the user personas but could also dive in the underlying research and interviews to get more empathy towards their customers. With all the knowledge from different projects is shared in one space. enabled Plunet to develop a structured research process with easily shareable findings within four months.

Jesús Espuña

UX Designer, Plunet


Plunet started using very quickly. From the very beginning, Jesús used it almost daily and made an integral part of the Plunet research process. Until now, Plunet created more than 80 notes for interview data. They structured their data with over 3000 tags – a great UX research repository that led to over 30 new insights.