Adobe Journey Optimizer is a single application where you can manage scheduled cross-channel campaigns and one-to-one moments for millions of customers — and the entire journey is optimized with intelligent decisioning and insights.

Challenge

Approach

• Stakeholder Alignment
  • Collaborated with engineers, product managers, and data scientists to define key research goals.
  • Mapped out user pain points and areas where AI/ML could create significant value.
• Research Design & Execution
  • Conducted mixed-methods research, combining qualitative methods (e.g., user interviews, usability testing) and quantitative analysis (e.g., survey data, behavioral analytics).
  • Led co-creation workshops with marketing professionals and SaaS users to prototype and test AI-driven workflows.
  • Validated AI-generated recommendations through A/B testing and real-world scenarios.
• AI-Specific Usability Testing
  • Focused on user trust and transparency by testing how users interpret and interact with AI-powered predictions and automated suggestions.
  • Assessed user sentiment regarding explainability and control over AI-generated actions.
• Iterative Collaboration
  • Partnered closely with cross-functional teams to ensure insights were actionable and aligned with technical feasibility.
  • Provided design recommendations for AI interfaces, focusing on simplicity, transparency, and alignment with user workflows.

Key Impact

This research drove significant improvements in the usability and adoption of AJO’s AI-powered features. By leveraging mixed methods, the team ensured that the integration of AI/ML was both technically robust and user-centric, ultimately helping Adobe maintain its leadership in personalized marketing solutions.