How these Founders Pivoted from a Failing Startup at the Last Minute and Created a Million-Dollar Business

“Make better decisions with feedback from real people.”

This mission lies at the core of User Interviews, a startup in Cambridge, Massachusetts that gives consumers a platform to voice their opinions on new and innovative products–while getting paid for their time.

User Interviews isn’t the first company to recruit participants for market research studies, but believe their differentiation is in their technology-based approach and commitment to a world-class user experience. The website makes it easy for consumers to connect with companies running research studies that they’re interested in.

“We started this company because we saw that the most successful products are built by companies that deeply understand their customers,” said Dennis Meng, one of the co-founders of User Interviews. “We wanted to make that easier to do.”

Meng and his co-founders, Basel Fakhoury and Bob Saris, realized the importance of getting feedback from customers from their experiences working on on their first startup together. They were building a mobile app that would give travelers 24/7 access to upscale hotel concierge service. After spending a year developing the app, they launched it and were horrified to realize that nobody cared to use it. In a desperate effort to salvage the app, they started gathering as much user feedback as they could. At one point, the trio even resorted to buying refundable plane tickets just so they could go through airport security to sit and talk to travelers. After talking to hundreds of travelers, the three founders finally came to terms with the fact that their app would never take off. “If we had talked to them earlier, we would have known much sooner that our app wasn’t going to be successful.”  Luckily, based on the difficulties they encountered, the team realized there might be a huge untapped opportunity to help companies connect with consumers to gather feedback.

From the ashes of the mobile app business rose User Interviews, one of the first automated platforms for recruiting and scheduling participants for market research studies and product tests. Though User Interviews initially targeted other startups as potential clients, discussions with product managers and marketers at larger firms helped the team realize that conducting consumer studies was just as much of a struggle for well-established companies.

“I once heard someone describe running a startup as riding a bike while building it,” said Meng. “That description couldn’t have been more accurate for us. Before we even had a website, we had companies trying to pay us for our services. We had dozens of paying clients before the first version of our technology platform was complete.”

Fast forward to today – the company now counts hundreds of companies as clients, including the likes of Pinterest, DirecTV, Colgate, Yahoo, and Pandora. They’ve also paid out over $ 1 million in incentives to the consumers who have participated in their clients’ studies. However, when asked, Meng says that the most surprising thing he’s learned is that people care as much about improving the products they’re reviewing as they do about the money. “People like the money, but even more than that – they like having a voice.”

From this simple concept has grown a burgeoning industry giant, and the last few months have been exciting ones for User Interviews. They recently raised $ 1 million in a seed round led by Accomplice Ventures, which they’ve already used to hire several new employees. Over the next few years, Meng, Fakhoury, and Saris plan to introduce User Interviews to thousands of companies and millions of consumers across the country.

Tech

This couple can’t do the simplest things online because their last name is ‘Null’


Having a funny name can sometimes be unfortunate, but one couple is finding it pretty difficult to do anything online because of theirs. Jennifer Null (and her husband, who warned her it would be a bumpy ride when she took his last name) have trouble booking flights, accessing the IRS website and setting up utilities; just about anything that requires a real name. The problem is their last name, which — when entered into forms — tricks the database into thinking nothing had been entered. ‘Null’ is a word to indicate there is no value, so the program thinks they’re both trying to go…

This story continues at The Next Web


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