The Growing Limitations of Existing Research Practices
User research at Postman was hampered by a few key obstacles:
Overburdened Research Team
A small central team couldn't meet research demands from designers, UX teams, and marketers across multiple product lines.
Inconsistent & Time-Intensive Research
Non-researchers created methodological variations, while recruiting and analysis took weeks—delaying UX roadmaps that needed quick feedback.
Poor Unmoderated Testing Adoption
Existing platforms yielded low-quality insights due to lack of probing, leading questions, and manual analysis that still consumed significant time.
Global, Specialized User Base
Coordinating research with developers across different time zones and technical specialties created significant logistical hurdles.
We realized that to truly democratize research, we needed a modern platform that could maintain professional rigor—even when non-researchers took the lead.
Why Postman Chose Userology
As the need for scalable, high-quality research became urgent, Postman evaluated multiple platforms. Ultimately, Userology stood out for its AI-driven approach, self-service capabilities, and robust guardrails that keep research professional and unbiased.
High Quality AI Moderation
AI moderator maintains quality with open-ended questions, think-aloud protocols, and strategic probing at key moments.
Automated Participant Recruitment
Global panels and intelligent screeners streamline finding specialized developer audiences.
AI-Powered Synthesis & Reporting
Reduces analysis from hundreds of hours to minutes, delivering comprehensive reports, actionable insights, and quantitative UX benchmarks.
AI-Assisted Study Setup
AI suggestions eliminate leading questions and ensure methodological rigor for unbiased research studies.
"Userology's AI synthesis capabilities turned what used to be hundreds of hours of manual analysis into an automated process that delivers higher quality insights than we ever achieved manually. The reports are so comprehensive that they've become our gold standard.
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Optimizing UX Research Practices and Workflows
Implementing Userology at Postman followed a structured approach, maximizing internal alignment and enabling quick wins:
1Pilot Phase with AI-Powered Study Setup
The central research team collaborated with a small group of UX designers to test improvements to Postman's API collaboration features using an AI-powered study setup.
2Parallel Sessions & AI Moderation
Multiple sessions ran simultaneously across regions. The AI moderator maintained research best practices, using open-ended questions and strategic probing when participants expressed confusion or interest.
3AI-Generated Reports & UX Scoring
AI-generated reports with quantitative UX scores were shared across teams and used to drive UX and design decisions. These reports became the benchmark for UX quality assessment across all initiatives.
4Scaling Organization-Wide with AI-Powered Study Setup
Teams began embedding continuous user testing in their sprints, leveraging AI-powered study setup for efficiency and maintaining research integrity.
We saw a cultural shift at Postman as soon as we introduced Userology. The AI moderation ensured consistent quality across all sessions, with proper think-aloud protocols and non-leading questions, even when run by team members with no formal research training.
Results & Impact
By adopting Userology, Postman saw significant improvements in both speed and quality of research outcomes:
What used to take our team hundreds of hours in synthesis and reporting now happens automatically with Userology's AI. The quality of insights is actually higher than what we produced manually, and the UX scores generated by the AI have become our company-wide benchmark for UX quality.
Fostering a Culture of Continuous Discovery
The real value for Postman lies in how Userology continues to drive user-centric decision making across the company. According to Vineet, Head of UX at Postman, the democratization of research has fundamentally reshaped team culture:
Userology has empowered our entire organization to engage more deeply with user feedback, leading to better decisions and a more agile UX development process.
By democratizing research beyond specialists, UX teams now iterate faster, experiment with bolder ideas, and gain confidence through user validation. Every sprint incorporates rapid, reliable feedback—transforming user-centered innovation from aspiration to everyday practice.
AI-generated reports and UX scores now drive Postman's development decisions, with quantitative metrics serving as benchmarks across product releases. Analysis that previously consumed weeks of researcher time now happens automatically, delivering insights with greater depth and consistency than manual methods could achieve.
Key Takeaways
Userology played a pivotal role in scaling Postman's UX research by:
Equipping Non-Researchers
With AI-powered study setup, smart question suggestions, and automated workflows.
Ensuring High-Quality Standards
AI moderation maintains best practices like open-ended questions, proper think-aloud protocols, and strategic probing techniques.
Balancing Oversight & Autonomy
Central researchers maintain strategic governance while UX teams handle day-to-day testing.
Fostering a Culture of User-Centricity
Ensuring every critical decision is grounded in real user feedback.
From faster insights to broader research coverage, Postman's experience proves that organizations can meet rising demands for user research without compromising on quality. By combining AI assistance with researcher expertise, Userology powers a sustainable approach to user discovery—enabling both specialists and non-specialists to capture meaningful insights.
Ready to Scale and Democratize Your User Research?
Userology stands ready to support organizations seeking continuous, user-centered innovation—empowering cross-functional teams with the perfect balance of AI assistance and expert oversight.