SaaS Contract Management

SaaS Contract Management

SaaS Contract Management

SaaS Contract Management

Overview

In this case study, I'll be sharing how I, as the first solo designer hire at an early startup, tackle UX challenges in a startup lacking UX maturity and processes.


Challenges

The company, established in 2020, uses a hand-holding approach. The Customer Success Team (CX Team) directly handles users' issues, often performing tasks on behalf of the customers. They pledge to respond within 5 minutes.


  • The CX Team is certainly important and excellent. However, due to daily interaction with customers, they often overlook the need for formal user research.


  • As the business expands, the hand-holding approach may not scale well to serve all users' needs.


  • While this approach can help identify serious issues like feature requests or obvious UX problems, it may also lead to overlooking other aspects.


  • The company lacks an agile process. As a result, less prioritized issues often accumulate unnoticed in the backlog.


  • Management tends to focus on the business side, often expressing opinions without supporting data or user research.

My contribution

  • Brought in user research & testings

  • Translate complex concepts in simple interface

  • Improve overall UX

The team

1 x CTO
1 × product owner
1 × product designer
2 × FE
2 x BE

Year

2024

SaaS Contract Management

Overview

In this case study, I'll be sharing how I, as the first solo designer hire at an early startup, tackle UX challenges in a startup lacking UX maturity and processes.


Challenges

The company, established in 2020, uses a hand-holding approach. The Customer Success Team (CX Team) directly handles users' issues, often performing tasks on behalf of the customers. They pledge to respond within 5 minutes.


  • The CX Team is certainly important and excellent. However, due to daily interaction with customers, they often overlook the need for formal user research.


  • As the business expands, the hand-holding approach may not scale well to serve all users' needs.


  • While this approach can help identify serious issues like feature requests or obvious UX problems, it may also lead to overlooking other aspects.


  • The company lacks an agile process. As a result, less prioritized issues often accumulate unnoticed in the backlog.


  • Management tends to focus on the business side, often expressing opinions without supporting data or user research.

My contribution

  • Brought in user research & testings

  • Translate complex concepts in simple interface

  • Improve overall UX

The team

1 x CTO
1 × product owner
1 × product designer
2 × FE
2 x BE

Year

2024

SaaS Contract Management

Overview

In this case study, I'll be sharing how I, as the first solo designer hire at an early startup, tackle UX challenges in a startup lacking UX maturity and processes.


Challenges

The company, established in 2020, uses a hand-holding approach. The Customer Success Team (CX Team) directly handles users' issues, often performing tasks on behalf of the customers. They pledge to respond within 5 minutes.


  • The CX Team is certainly important and excellent. However, due to daily interaction with customers, they often overlook the need for formal user research.


  • As the business expands, the hand-holding approach may not scale well to serve all users' needs.


  • While this approach can help identify serious issues like feature requests or obvious UX problems, it may also lead to overlooking other aspects.


  • The company lacks an agile process. As a result, less prioritized issues often accumulate unnoticed in the backlog.


  • Management tends to focus on the business side, often expressing opinions without supporting data or user research.

My contribution

  • Brought in user research & testings

  • Translate complex concepts in simple interface

  • Improve overall UX

The team

1 x CTO
1 × product owner
1 × product designer
2 × FE
2 x BE

Year

2024

Project image
Project image
Project image

Process

There was a lack of research and relevant data. So, besides listening to CX and the management, what steps did I take to quickly understand the product, its strengths, and its challenges?


Early stage:


  • I requested access to all tracking tools the company had been using:

    • Microsoft Clarity: Here, I found screen recordings, observed click patterns, and learned how users interacted with the web app.

    • Google Analytics: This tool helped me track app activities per page. I was able to identify user groups, their locations, and the areas they visited most frequently.

    • Backlog board: The team had been documenting all kinds of issues reported by customers or employees. Although somewhat disorganised and historical, the information was documented.



Later stage:


  • I worked to incorporate agile processes into the design phase.

  • I invited the development team to design reviews to discuss feasibility and receive feedback, preventing them from creating their own designs.

  • I prioritized getting users' feedback before ideation.

  • I used sales calls to gain insights from potential customers.




Part 1: Feature - Task automation

Task automation must be implemented since users have been longing for it.


Stemming from Frustration 1

Feature inadequacy causing an obvious user problems



Diagram: Task automation



Result - Task automation feature v1 roll out


  • Allow task creation upon contract creation per category


  • Replacing the modal with a drawer to give more overview to the list behind


  • 100% responded to users' needs


  • keep track on user feedback






Part 2: UX improvements which will significantly increase the scalability


1. Page header layout


Stemming from Frustration 2

Inconsistent components and behaviours across the entire platforms.


Diagnosis:

  • Additional features were implemented as a bandage solutions, leading to random button placement, random use of toggle

  • It results in forgetting to save changes, because the save buttons are at different places and types

  • Too many CTAs lying together - different types, different places and overwhelming



What are the opinions?

  • While the Dev team has a lot of opinions, they may feel unmotivated since the implementations require restructuring, causing reluctance to prioritise implementation


2. Inline editing, giving choices to view data and summary


Stemming from Frustration 3

The layout in the details page lacks scalability to add features.


Diagnosis:

Screen recording showed that users had to click full screen to read the document, minimised it, and then entered the values.



What are the opinions?

  • There are opinions that after users entered the contract values to the app, the PDF document is not important anymore. Now, we have a container to host the PDF, but it is too small to properly read it, or too big for the data side to be scalable. The responsiveness and scalability are being challenged with the current layout and two-column UI.

  • When there is a strong opinion and nobody else asks the right questions, it is time to have a survey.



3. Expand navigation menu


Stemming from Frustration 4

Bulk configuration cannot be done at one interface.


Diagnosis:

  • Many functions are currently hidden behind settings.

  • These individual configurations are hidden behind separate items, leading to repetitive actions of the same kind.



There are multiple and essential improvements needed, and I am advocating for them as they are crucial to driving the product's growth.


Process

There was a lack of research and relevant data. So, besides listening to CX and the management, what steps did I take to quickly understand the product, its strengths, and its challenges?


Early stage:


  • I requested access to all tracking tools the company had been using:

    • Microsoft Clarity: Here, I found screen recordings, observed click patterns, and learned how users interacted with the web app.

    • Google Analytics: This tool helped me track app activities per page. I was able to identify user groups, their locations, and the areas they visited most frequently.

    • Backlog board: The team had been documenting all kinds of issues reported by customers or employees. Although somewhat disorganised and historical, the information was documented.



Later stage:


  • I worked to incorporate agile processes into the design phase.

  • I invited the development team to design reviews to discuss feasibility and receive feedback, preventing them from creating their own designs.

  • I prioritized getting users' feedback before ideation.

  • I used sales calls to gain insights from potential customers.




Part 1: Feature - Task automation

Task automation must be implemented since users have been longing for it.


Stemming from Frustration 1

Feature inadequacy causing an obvious user problems



Diagram: Task automation



Result - Task automation feature v1 roll out


  • Allow task creation upon contract creation per category


  • Replacing the modal with a drawer to give more overview to the list behind


  • 100% responded to users' needs


  • keep track on user feedback






Part 2: UX improvements which will significantly increase the scalability


1. Page header layout


Stemming from Frustration 2

Inconsistent components and behaviours across the entire platforms.


Diagnosis:

  • Additional features were implemented as a bandage solutions, leading to random button placement, random use of toggle

  • It results in forgetting to save changes, because the save buttons are at different places and types

  • Too many CTAs lying together - different types, different places and overwhelming



What are the opinions?

  • While the Dev team has a lot of opinions, they may feel unmotivated since the implementations require restructuring, causing reluctance to prioritise implementation


2. Inline editing, giving choices to view data and summary


Stemming from Frustration 3

The layout in the details page lacks scalability to add features.


Diagnosis:

Screen recording showed that users had to click full screen to read the document, minimised it, and then entered the values.



What are the opinions?

  • There are opinions that after users entered the contract values to the app, the PDF document is not important anymore. Now, we have a container to host the PDF, but it is too small to properly read it, or too big for the data side to be scalable. The responsiveness and scalability are being challenged with the current layout and two-column UI.

  • When there is a strong opinion and nobody else asks the right questions, it is time to have a survey.



3. Expand navigation menu


Stemming from Frustration 4

Bulk configuration cannot be done at one interface.


Diagnosis:

  • Many functions are currently hidden behind settings.

  • These individual configurations are hidden behind separate items, leading to repetitive actions of the same kind.



There are multiple and essential improvements needed, and I am advocating for them as they are crucial to driving the product's growth.


Process

There was a lack of research and relevant data. So, besides listening to CX and the management, what steps did I take to quickly understand the product, its strengths, and its challenges?


Early stage:


  • I requested access to all tracking tools the company had been using:

    • Microsoft Clarity: Here, I found screen recordings, observed click patterns, and learned how users interacted with the web app.

    • Google Analytics: This tool helped me track app activities per page. I was able to identify user groups, their locations, and the areas they visited most frequently.

    • Backlog board: The team had been documenting all kinds of issues reported by customers or employees. Although somewhat disorganised and historical, the information was documented.



Later stage:


  • I worked to incorporate agile processes into the design phase.

  • I invited the development team to design reviews to discuss feasibility and receive feedback, preventing them from creating their own designs.

  • I prioritized getting users' feedback before ideation.

  • I used sales calls to gain insights from potential customers.




Part 1: Feature - Task automation

Task automation must be implemented since users have been longing for it.


Stemming from Frustration 1

Feature inadequacy causing an obvious user problems



Diagram: Task automation



Result - Task automation feature v1 roll out


  • Allow task creation upon contract creation per category


  • Replacing the modal with a drawer to give more overview to the list behind


  • 100% responded to users' needs


  • keep track on user feedback






Part 2: UX improvements which will significantly increase the scalability


1. Page header layout


Stemming from Frustration 2

Inconsistent components and behaviours across the entire platforms.


Diagnosis:

  • Additional features were implemented as a bandage solutions, leading to random button placement, random use of toggle

  • It results in forgetting to save changes, because the save buttons are at different places and types

  • Too many CTAs lying together - different types, different places and overwhelming



What are the opinions?

  • While the Dev team has a lot of opinions, they may feel unmotivated since the implementations require restructuring, causing reluctance to prioritise implementation


2. Inline editing, giving choices to view data and summary


Stemming from Frustration 3

The layout in the details page lacks scalability to add features.


Diagnosis:

Screen recording showed that users had to click full screen to read the document, minimised it, and then entered the values.



What are the opinions?

  • There are opinions that after users entered the contract values to the app, the PDF document is not important anymore. Now, we have a container to host the PDF, but it is too small to properly read it, or too big for the data side to be scalable. The responsiveness and scalability are being challenged with the current layout and two-column UI.

  • When there is a strong opinion and nobody else asks the right questions, it is time to have a survey.



3. Expand navigation menu


Stemming from Frustration 4

Bulk configuration cannot be done at one interface.


Diagnosis:

  • Many functions are currently hidden behind settings.

  • These individual configurations are hidden behind separate items, leading to repetitive actions of the same kind.



There are multiple and essential improvements needed, and I am advocating for them as they are crucial to driving the product's growth.


Outcome

Task automation is a feature our customers have eagerly anticipated. Now, they no longer need to create identical tasks manually, marking an absolutely successful implementation from 0 to 1.

For the improvements have identified, providing thorough documentation and designs for review helps the team see the benefits of reusable components. This approach eases their anxiety about making widespread changes across the web app. I am gradually seeing positive results.

Outcome

Task automation is a feature our customers have eagerly anticipated. Now, they no longer need to create identical tasks manually, marking an absolutely successful implementation from 0 to 1.

For the improvements have identified, providing thorough documentation and designs for review helps the team see the benefits of reusable components. This approach eases their anxiety about making widespread changes across the web app. I am gradually seeing positive results.

Outcome

Task automation is a feature our customers have eagerly anticipated. Now, they no longer need to create identical tasks manually, marking an absolutely successful implementation from 0 to 1.

For the improvements have identified, providing thorough documentation and designs for review helps the team see the benefits of reusable components. This approach eases their anxiety about making widespread changes across the web app. I am gradually seeing positive results.

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I’m Sum — a digital product designer based in Berlin

©2024 to ∞

I’m Sum — a digital product designer based in Berlin

©2024 to ∞

I’m Sum — a digital product designer based in Berlin

©2024 to ∞