Accelerating growth by enabling self-service SaaS
Firmsy needed to free their customer success team with a product UX built for self-service SaaS.
Project Overview
Product Forward worked with Firmsy—then, known as Automio—who was bottlenecked by their product and needed to rethink how their customers engage with their product. While powerful and flexible, it was not an intuitive experience for new customers, which meant Firmsy's customer success team was essentially operating the product on behalf of their customers. With growing market demand, they needed to enable a self-service experience.
Project Execution
The Product Redesign process started with collaborative discovery sessions to understand the customer and the market. We identified the core user segments of the product, their goals and what’s important to them. We used that information to prioritize a list of self-service opportunities and launch into a rapid prototyping process where we wireframed different solutions, reviewed them with the team, brainstormed and honed the flows.
As a result of those dots connecting and going through this process, we knew what we needed to prioritize in the customer experience to push a self-service experience and unblock their customers from getting the job done.
Results
We enabled a self-service experience where they no longer have to lean on their customer success team to use the product for the client. We painstakingly went through every workflow in the product to figure out what information the attorney that's using this needs to make decisions and feel good about the progress.
They really opened a door to another level of success and growth. And a lot of that is what sort of paved the road for them to rebrand based on what they know about their customers now, really leveraging their product market fit to position the product in a way that's going to help them own this market.
