Evolving Bentley Support to a Product-Led Experience

Charted Bentley's support evolution from enterprise-only to product-led growth, creating a strategic roadmap for serving both corporate and individual users.

Date

January 2025

Services

UX Research

Brand

Bentley Systems

Evolving Bentley Support to a Product-Led Experience

Project results.

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New Personas

Our research found the need to broaden out personas to better capture a new market.

User Interviews

Customer surveys and in-depth interviews across designers, managers, and stakeholders

Project overview.

I was brought in to help Bentley Systems transition from a purely enterprise-led support model to one that could scale for product-led growth. While their enterprise support was robust, it wasn't designed for the next generation of users who expect seamless, self-service experiences. The company needed a strategic roadmap to serve both audiences while reducing operational complexity.

Project execution.

I conducted comprehensive research to map the path forward: - Led 70+ customer surveys and 7 stakeholder interviews - Developed insights across CAD designers, managers, and IT personas - Mapped current-state support journeys and pain points - Created strategic recommendations for unified content and navigation - Outlined modernization roadmap including AI-assisted support tools - Established framework for balancing enterprise and self-service support

Project results.

My strategic recommendations provided Bentley with a clear transformation roadmap:
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• Unified Support Strategy for consolidating fragmented documentation and learning resources

• Modernized Self-Service recommendations including AI-assisted support tools

• Educational Outreach Framework targeting next-generation users and student engagement

• Legacy System Support Plan addressing complex enterprise needs

• Clear Cost Reduction Path through centralized systems and automated tools

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