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.
Project results.
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.
We were 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.
We 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.
Our strategic recommendations provided Bentley with a clear transformation roadmap:
• 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
