Owning a workflow in a B2B legal-tech SaaS

This case study is anonymized. The company, customers, and exact numbers are kept private; the decisions and reasoning are mine to share.

Problem

[The workflow that wasn’t working, framed from the user’s side. What made it painful, and why it mattered to the business — churn risk, support load, blocked revenue.]

Research

[How you figured out the real problem vs. the reported one. Who you talked to, what the data hinted at, the assumption you had to kill.]

Decisions

[The calls you owned: what to change, what to leave, how far to scope v1. Include a decision you argued for that wasn’t obvious.]

Tradeoffs

[What you traded — the clean solution you couldn’t ship yet, the edge cases you consciously deferred, the constraint the multi-tenant architecture imposed.]

Architecture

[The relevant slice of the system and the one or two backend decisions you’d defend. Keep specifics anonymized where needed.]

Product thinking

[Why this was worth doing now, how you’d know it worked, and what it unlocked next.]

Business value

[The outcome in qualitative terms — faster onboarding, fewer tickets, a workflow customers stopped complaining about. No confidential figures.]

What I learned

[What owning this taught you about shipping product inside real constraints — and what you’d do differently.]