Dear Reader,

Merry Christmas and a very happy new year to you!

This holiday season, we want to spread some cheer by sharing the story behind Plum Patrons—our small yet impactful collaborative user community that provides valuable feedback to enhance Plum’s products.

In high school, I once studied hard for a math test—only to find it was a physics exam. That sinking feeling is one we all know and eventually learn to laugh about.

But what happens when that realization comes too late? It’s like sprinting a 100-meter dash in the middle of a marathon—unsustainable, self-defeating, and ultimately leaving us out of the race. Or worse, running full-speed in the wrong direction!

Sustainability means doing the right things at the right pace. Research is the compass and pacemaker that keeps organizations on track, enabling them to build products grounded in real user needs and insights.

But here’s the challenge: research takes time, while product decisions often happen in an instant.

As a lone researcher on a team of highly opinionated product folks, I often found myself asking: “How can I speed up research to align with real-time product demands?”. That’s when Plum Patrons came to the rescue. 

So, where did it all begin?

How Plum Patrons Came to Life

The idea for Plum Patrons first surfaced during a weekly huddle as a solution to tackle the age-old challenge of time. The goal? Build sustainable research operations to meet growing product demands.

On paper, the concept was simple: create a research community to deliver timely product insights. In practice, it felt like building IKEA furniture without instructions!

With nervous excitement, I drafted a proposal titled “Plum Research Patron Community,” outlining objectives, activities, incentives, and budget. As I hit send, I began to grasp the scale of what I’d signed up for. 

To our surprise, the response was overwhelming. Sign-ups rolled in—product enthusiasts eager to contribute, not for rewards or recognition, but out of a shared love for building seamless, meaningful experiences.

Patron round-up

You might be wondering, “Who are Patrons, and what do they do?” Let’s start with the first question. Simply put, Patrons are Plum users. They represent a diverse mix of roles—from lawyers, HR professionals, to engineers, designers and product managers. 

Patrons are our go-to group for testing ideas, saving us time on recruiting participants for quick-turnaround research.

Here’s a quick snapshot of what we’ve achieved in the six months since we launched with just 20 patrons onboard:

  • Four Feedback Weeks A deep-dive asynchronous feedback format where Patrons spent a focused week exploring specific features like Perks, Telehealth, Finding cashless hospitals, etc., and incrementally sharing their insights. 
  • One Patron Panel Curated focus group discussions where Patrons engaged in a one-hour session to provide feedback on early-stage concepts or prototypes. This is especially handy while building experiences from scratch, for eg. Health home page.  
  • Close to 30 One-on-One CallsWe opened up multiple channels—emails, feedback forms, and Calendly slots—so Patrons could share their thoughts and ideas whenever inspiration struck.

Impact - add projects

The core motivation behind this initiative was time—specifically, saving it. And that’s exactly how we measure impact.

Feedback Weeks became a game-changer. Running just for a week, they capture detailed user insights with thoughtfully designed forms—no leading questions! While not a substitute for full-fledged usability testing, they ensure a consistent and reliable stream of user insights every month. 

Patron Panels help test early-stage concepts and prototypes, cutting down time spent brainstorming UX solutions and enabling teams to move forward with clarity.

Additionally, Patrons proactively share real-time feedback through calls and emails, letting us act almost immediately—something previously out of reach.

Why Small Research Teams Need Patron Initiatives

For small research teams, the biggest challenge is proving value in a fast-paced product environment. Research struggles with a vicious cycle: products won’t accommodate research unless its value is proven, but proving value requires space for research.

Initiatives like Patrons break this cycle. They help small teams overcome bottlenecks like time, budget, and quality while involving stakeholders directly in hands-on research.

At Plum, Patrons are more than a research community—they’re an extension of our product team. They help identify blind spots, validate assumptions, and co-create features that truly resonate with users. Great products aren’t built for users; they’re built with users.

What We Learned and What’s Next

Plum Patrons is still a work in progress, but Phase 1 achieved its goal: validate assumptions and shape a blueprint for the future. It demonstrated that with minimal resources, small teams can unlock high-quality, actionable insights that drive product impact. 

One key challenge though was engagement.

Passionate Patrons join for meaningful conversations, shared perspectives, and to feel part of something impactful. To sustain this momentum, we need to move beyond vouchers and goodies. The focus should shift toward intellectual engagement that drives purpose and value.

In Phase 2, we’re doubling down on what worked and addressing the gaps we uncovered. Our focus will be on deepening engagement, streamlining processes, promoting value-driven participation and scaling.

Calling New Patrons for 2025

As we look ahead, we’re excited to open up applications for Plum Patrons 2025. If you are a Plum user and passionate about building seamless, user-centered product experiences and want to shape Plum’s future, we’d love to have you on board. 

Stay tuned for more details on how to sign up. Let’s make 2025 the year of building amazing products together—with a little festive cheer along the way!