The product organization I was working had a good pipeline of product enhancements but was struggling to develop any new, innovative ideas. Our research to date was focused on very specific aspects of our products rather than looking at our user’s experience from a larger perspective; I realized that we didn’t have process for uncovering broad user problems and turning those into product solutions.

In order to solve this, I created and ran what came to be known as the “Agnostic Research Program.”