We have started from an intuitive product idea, that through the process of early customer interviews quickly turned out not to be viable. We learned that companies were already effectively solving crisis-related issues and there was no budget available for such a specialised service. This was a crucial step that helped us mitigate the value risk and do a sort of due diligence before incurring further cost and engineering effort.
The customer interviews were exploratory in nature, which led us identify specific customer pains when it comes to general client-law firm relationships. In spite of invalidating the original hypothesis, these insights inspired and drove our future sprint. We took this as a baseline for a new product hypothesis.
There was a pattern in the customers’ responses that pointed to a broken client-onboarding experience across a range of law firms. So instead of pursuing the original idea, we have pivoted and started working on a prototype that would showcase a game-changing client experience by using a digital tool.