LeanIX’s Continuous Transformation Platform is trusted by enterprises all over the world to plan, manage, and transform their IT landscape and adapt quickly to emerging demands. LeanIX itself is growing rapidly, and needs to keep up with its own scale and demand. The product team needed a deeper understanding of the way users engage with its products, so they could work on driving adoption, boosting retention, and supercharging the platform experience.
A Paradigm Shift
“There is life before Pendo, and life after Pendo”, explained Felix Hoffmann, product manager at LeanIX.
The building blocks of product development are not just the innovative nature of the technology, how well it works, or how striking it looks. The fundamental pillars of success lie in the user experience (UX)—the relationship between the product and its users.
Using Pendo has been a paradigm shift in the evolution of LeanIX’s product development journey. From day one, Pendo’s analytics have allowed LeanIX’s product team to access a far broader range of data and insights. By understanding exactly how users are navigating its workspaces, LeanIX makes strategic decisions about where to take things next, which features to prioritise, which to retire, and how to continuously improve the user experience.
“There is always a risk that you can get lost in data, but Pendo’s analytics ensure we maintain a focus on our users at all times. It drives how we take control of the success of product features, influences how users interact with them, and more importantly allows us to seize innovation opportunities that guarantee we continue to exceed their expectations”, said Hoffmann.
Pendo’s integration with Salesforce has been particularly helpful in bringing qualitative and quantitative data together for a holistic user view. The Salesforce connection allows LeanIX to inject customer specific data (like ARR) into Pendo for more deeper customer segmentation. “We can target specific groups of customers to collect feedback from or have a conversation with them based on exactly what they are doing with our SaaS applications. We couldn’t have done that before or only with an unreasonable amount of effort,” said Hoffmann.
“Thanks to Pendo, we can now measure usage of the relevant parts of our application, and the adoption of new features. This fuels the advanced decision making needed to deliver results quickly and keep evolving our product experience.”
Engineering for success
Pendo also lets LeanIX’s engineers take control of their success metrics. Collaboration between product management, UX, and engineering is critical to building successful products, but it’s not a relationship that is naturally collaborative in a lot of companies. LeanIX is different.
Thanks to Pendo, LeanIX’s engineers have a deeper understanding of the usage of features they have built and are directly involved in product lifecycle decision making.
“Ownership does not just stop at release”, explained Hoffmann. “With Pendo, our engineers are able to take ongoing ownership for feature success. For example, we recently identified a feature that was seeing little usage and quickly made the decision to shut it down. On the flipside, understanding which browsers are in use by our customers and removing legacy editions from the list of supported browsers enabled our frontend engineers to adopt newer technologies that weren’t supported by the old versions anymore. A quick but significant win for the team.”
Another big initiative for the team has been using retention tables to analyse new user behaviour during a specific time frame. New users are typically more engaged, making it easy to overlook areas for improvement. Again, LeanIX thinks differently. They use Pendo to explain exactly what is happening with new user adoption and retention of any feature, so that the engineering and product teams can make the corrections necessary to improve both onboarding and ongoing user experience.
“Retention tables are a crucial statistic for us. As our product is structured into separate areas, we observe the retention of those areas to identify key areas to improve in. For example, we noticed that our diagrams had a much lower retention than the rest of our product and therefore focused our work for multiple quarters into that area hoping to improve the retention”, said Hoffmann. LeanIX plans to use Pendo retention support as a core success metric moving forward.
“Pendo supported our journey to get engineers truly involved in product decisions. That journey has resulted in better quality, faster output, and has also made the product management process—and therefore the customer experience—even better.”
LeanIX has been on a rapid growth trajectory over the last 18 months. Pendo is helping the business scale its product portfolio in line with demand, with product teams able to autonomously analyse the product domains under their control, and monitor feature enhancement success.
Likewise, as LeanIX’s customer base grows rapidly, Pendo is helping its users help themselves with in-app guides. When new features and enhancements are rolled out, the LeanIX team uses Pendo guides to announce them right inside the app. This is especially important to the team when they are making major, intrusive changes. And with the rise of product-led sales (PLS), Pendo is becoming a cornerstone in how the experience for new users is shaped at LeanIX.
Thanks to Pendo’s segmentation capabilities, they can target the users affected by such changes and provide them with relevant information while sparing the rest of their user base from having to see a guide that doesn’t apply to them. Similarly, they can target specific customers to test out new features or, when adoption is low, take a more broad-brush approach to increase adoption across the board. For example, the team used Pendo guides to specifically target users that have interacted with their roadmaps feature at least 10 times before asking them what they think of the feature and its UX.
“I am a big believer in using in-app guides, especially in a fast-scaling environment, to drive users to new things, add more context to their journey and drive-up feature adoption and retention,” commented Hoffmann
Supporting a culture of continuous growth and innovation
Being data-driven is the ultimate aim for any product manager, but Hoffmann believes teams need to go even further: “PMs must be data-driven and user-centric to follow a product-led strategy. Pendo gets us there,” he said.
“We have a high level of trust in Pendo as a partner to our business and they will play a key role in our growth trajectory,” he added. “Our next step is to implement Pendo on our mobile application, which is built on Flutter. I believe with their support, we will achieve a truly holistic view of every single customer journey.”