New feature: Enabeling self-serve in the Neara platform
Customers is unable to navigate the platform without extensive handholding from delivery teams. As part of scaling the company Neara needed to enable a self-serve model within the platform.
Point cloud processing was identified as a good candidate for a self-serve feature. Customers could log-in, ingest their own data, clean up and export this data quickly and seamlessly.
The challenge
We were targeting US customers outside the Australian time zone
User documentation was out dated or did not exist
No dedicated support team
No product tours
Panel based interface did not support guided workflows
How do we simplify the interface without product user roles and permission
The business had no clear understanding of what a MVP could look like
Self-serve: Potential customers touch points
We embarked on two researched initiatives
Understanding the state of current user documentation and support
Understanding the expectations in the geo-spatial industry of point cloud software
1. Improving platform documentation
Stakeholders was not convinced that their user documentation needed improvement but most customers created and maintained their own user documentation.
2. Understanding the expectations in the geo-spatial industry of point cloud software
It quickly became clear that there were hundreds of companies in the geo-spatial space specialising in different types and technologies; from platforms like Bentley and CAD to smaller companies like TerraSolid and Flai.