Business Management Platform Strategy
Very user friendly. We took away a greater understanding of how our customers use our product and what improvements they value most.
— Co-Founder
Opportunity
The Salesforce-based software application used by legal teams to manage their cases was clunky and difficult to use and many of the widgets lacked consistency and cohesion.
Approach
We designed research tools and conducted 1-on-1 in depth interviews with lawyers and paralegals to understand their needs, pain points and motivations as well as how they currently used the product. After harvesting and synthesizing the data, we built personas and journey map tools to communicate how users were interacting with the business and software. Using a design thinking framework, we crafted a net new framework for creative thinking for their team and clients to come up with relevant and pain point specific solutions. The product team then collaborated with the interviewees to develop a backlog and narrative for a new and improved product.
Results
User Research with 10 key accounts
Key account personas
End-2-end Journey maps
Design Thinking Framework for new ideas
Product innovation backlog
The product raised $50m in new funding and the engineering team had a clear vision on how to match client needs with powerful features and service