We have a motto that guides our work here at MailChimp: Listen hard and change fast. We’ve been doing a lot of both in the past few months. Last year some curious patterns emerged in feedback from our customers. There was so much feedback relating to the mobile experience. Let’s be honest—mobile devices aren’t just an industry trend; they’re a revolution changing our culture. We get that, but we wanted to find out how broader industry trends were shaping our customers’ day-to-day work.
We did a lot of traveling to meet with customers, and spent hours in interviews learning how people use MailChimp. We compiled hundreds of pieces of feedback from customers and our support team, and conducted surveys with thousands of users. All of this helped us see some places where MailChimp was falling short, but more importantly, it helped us see bigger trends. We realized people are still doing the same kind of work they always have, but there’s been a shift in how they get that work done. Most people are trying to do more with less. They have a ton of responsibilities to address by the end of the day, many are accountable to a boss who tracks their work, and there are still just 24 hours in the day. They’re using mobile devices to get stuff done during what would otherwise be idle time. 9-5 just doesn’t cut the mustard anymore.
With limited time and resources, teamwork is more important than ever. 35% of our customers are working collaboratively today, and we see this statistic increasing steadily. People are passing the baton to colleagues when they’re unable to complete a task. They’re collaborating in order to do better work and get it done quickly.
So the requests for a mobile experience were just symptomatic of a bigger change. We’re all feeling extra pressure to get more things done these days, and because we can’t work any harder, we have to start working smarter. That’s why we’ve created a brand-new MailChimp that will hopefully help you do just that.