How SAS Transitioned from Dovetail to Condens: A Data Migration Story

When SAS first adopted Dovetail, it proved to be a valuable tool for organizing and analyzing user research. However, as Ryan explained, being an early adopter came with its own set of challenges. Over time, the team grew frustrated with frequent updates that disrupted workflows. “We saw a lot of changes in the UI and general workflow, the introduction of new features, the removal of those features, and just like some overall what I would call instability,” he shared.

Despite this, the team continued to use Dovetail for several years. “We felt like we were getting a lot of value from their product,” Ryan acknowledged, adding that stakeholders benefited from the insights the platform provided. However, the balance shifted when Dovetail introduced steep price increases and opaque pricing structures. “The lowest tier was 9x what we were paying the year before for maybe a few additional features,” Ryan noted.

Moreover, the team was presented with unadvertised service tiers, raising concerns about the sustainability of their pricing model. The ultimate tipping point wasn’t just about money, it was about trust. And Dovetail’s lack of transparency became the dealbreaker. “We didn’t feel comfortable moving forward [...] partly because [the price tier] was not advertised, and we felt like it could just end up being sunsetted like the current tier we were on,” Ryan explained. This uncertainty set the stage for SAS to explore alternatives.

SAS wasn’t starting from scratch in their search for a new research repository. Years earlier, they had evaluated Condens and found it to be a strong contender. So they decided to revisit the platform and were pleasantly surprised by how much it had evolved. One of the key factors that drew them back to Condens was its flexibility.

Julie, who worked extensively with both Dovetail and Condens, emphasized how the latter very much aligned with her workflow. Unlike Dovetail, which required users to follow a rigid series of steps, Condens allowed the team to work in a way that felt intuitive and efficient.

Ensuring proper access controls for sensitive data was previously a significant challenge for SAS. “The idea of having to manage all the permissions in a single tool and making sure that certain people don’t accidentally get access to stuff they shouldn’t have access to… That was very stressful”, as Julie shared, especially for a global organization where security is paramount. “I’m very delighted that it’s not an issue [with Condens]”, she reflects, since now they have a separate stakeholder repository within Condens. This allowed SAS to securely control what stakeholders accessed without risking accidental exposure and gave the team much-needed peace of mind.

Ryan highlighted another compelling reason for the switch: Condens’s affordability. “To be 100% honest, there’s a huge price difference,” he said, agreeing that “the workflow in Condens is actually better. It's a lot more flexible.” All of this combined made the decision to switch an easy one.

For any team, the thought of migrating data from one tool to another can be daunting. SAS had used Dovetail extensively, accumulating a wealth of research data that needed to be transferred seamlessly. Fortunately, Condens’s approach to data migration exceeded their expectations. 

Julie recalled how Condens’ support team, led by a Tech Lead and a Customer Success Manager, took charge of the migration:

Ryan echoed this sentiment, saying how having hands-on assistance was the “deciding factor”, further explaining: “If we were just going to be left to our own devices and like, “Here’s the tool, good luck with transferring everything” – that probably would not have been good. We probably would not have gone with another company that told us that.” Having expert support gave the team confidence and ensured a smooth transition.

Of course, migrating to a new platform always involves adjustments. One of the differences SAS encountered was how Condens structured notes and sessions compared to Dovetail. Julie explained, “Dovetail allows you to have multiple notes per participant… It was a change for us to go to a single session where everything for that one participant is combined.” Despite these differences, the transition was straightforward, and the team quickly adapted to the new system.

The move to Condens didn’t just solve SAS’s immediate challenges. It brought long-term benefits that enhanced their workflows and data management practices.

One of the standout features for the SAS team was Condens’s stakeholder repository. “A great benefit for Condens”, as Ryan shared, “is the separation between the repository that the user researchers are using and then the dedicated stakeholder repository”. By separating user researchers’ work from what stakeholders could access, Condens eliminated the stress of managing permissions. Julie put it best:

For day-to-day work, Ryan appreciates having “the ability to work in context, to have a project open and drag things over it” using the sidebar. “It's a very efficient way of working, [...] I like the split plane layout a lot”, he adds.

Julie highlighted several of her favorite features, including Highlight summaries and Auto-generated Bookmarks for a quick, high-level overview of transcripts.

She also appreciated the ability to nest one Artifact inside another, enabling their Reports to consolidate multiple findings within a single document. “This was a big concern for us initially,” she explained, noting that surfacing all findings separately could make it harder for stakeholders to see everything from a particular project. By organizing findings this way, the team could ensure a more cohesive and accessible presentation of their insights.

Beyond the technical advantages, the SAS team was impressed by Condens’s responsiveness and customer support. As Julie described it:

SAS’s journey offers valuable insights for teams contemplating a change in their research tools. Here are three takeaways from their experience:

1. Prioritize support during migration

If you have extensive data archives, even the thought of switching platforms can be overwhelming. However, hands-on migration support from the provider can make all the difference. For SAS, it ensured their data was preserved and significantly reduced their team’s workload during the transition.

To allow teams to experience the migration process firsthand before deciding, Condens also offers a trial project migration with no commitment. When evaluating tools, consider whether the provider offers migration assistance and how involved their team will be in guiding you through the process, so you can focus on adapting to the new platform instead of worrying about logistics.

2. Flexibility is key

Rigid tools can hinder productivity by imposing workflows that clash with how your team naturally operates. A more flexible tool allows you to organize and analyze research intuitively, adapting to the way your team works best rather than forcing a rigid, step-by-step process. For SAS, finding a tool that offered this kind of adaptability was a key priority.

Julie shared how switching to a platform that matched her workflow made her work feel more natural and efficient. When evaluating tools, look for those that can align with your team’s existing processes, especially if your workflows are diverse or highly tailored to specific needs.

3. Secure and simplify data management

Managing sensitive research data across stakeholders can be stressful without the right structure in place. SAS valued the separate stakeholder repository offered by Condens, which streamlined access management and reduced the risk of accidentally exposing sensitive information.

As you evaluate tools, consider how they handle data security and permissions. Look for features like separate repositories for stakeholders or customizable access controls that allow you to keep sensitive information secure while making relevant insights easily accessible.

For Julie and Ryan, making the switch to Condens was about more than finding a better tool. It was about enabling their team to thrive. Reflecting on the process, Ryan admitted:

Their experience underscores the value of finding a platform that aligns with your team’s needs, offers strong support, and delivers long-term value.

If your organization is considering a similar switch from Dovetail or other analysis and repository tools, SAS’s journey proves that with Condens, a seamless transition is possible. Reach out to us or schedule a personal call to explore how Condens can support your team.