| User | Need | Insight |
| Student sending a DTL survey to classmates. | A way to make mass survey emails feel personalized and engaging to increase response rates. | Students are more likely to respond to emails that feel personal and show effort. |
| Student survey recipients. | To feel recognized and valued in communication and not treated as just a mass audience. | Recipients are more motivated to respond when they feel the survey respects their individual input. |
| Survey creator unfamiliar with email personalization tools. | A straightforward, accessible method to personalize mass emails efficiently. | With the right tools, survey creators could achieve personalization at scale, improving the response rate and engagement of their surveys. |
- Students cannot use mail merge services
- Students cannot send rich, HTML emails easily
- Mass emails have a lack of personalization
- DTL surveys received lower-than-expected response rates
- DTL emails sometimes went to spam
- Content in mass emails is not properly humanized and sounds AI-generated
- Personally sending emails is not scalable