Case Study · Capacity
The product kept changing. Customers needed a way to keep up.
As Jane.AI became Capacity, I built support, product communication, technical context, and feedback around the product so understanding it no longer depended on one-off conversations.
Capacity · Head of CX & Technical Solutions · 2018–2020 · Customer Experience · Product Marketing
The Problem
Customers were learning about the product in one place, asking for help somewhere else, hearing about changes through another channel, and sharing feedback through yet another. The product was improving, but the experience around it was becoming harder to follow.
What I Noticed
Support, product announcements, feedback, surveys, and customer events looked like separate initiatives internally. To customers, they were one experience answering four basic questions:
- Do I understand this product?
- Can I get help when I need it?
- Do I know what's changing?
- Does this company understand what I need?
The Bet
If the same questions keep appearing, the answer should not depend on who happens to be in the room. Connect the places where customers learn, ask, and respond, and the product becomes easier to understand while the company gets better at listening.
Together, these made product understanding less dependent on one-off conversations.
What I Changed
01Self-service supportI turned repeat questions into help resources customers and internal teams could use without waiting for the right person to be in the room.
02Product communicationI translated product changes into announcements customers could understand, including the move from Jane.AI to Capacity.
03Strategic account enablementI gave sales, success, and customer teams clearer language for what the product could do and how to explain it.
04Integration readinessI documented the technical context around the platform so integration conversations had a clearer starting point.
05Listening on purposeI led feedback and survey programs and produced Capacity's first customer event, creating more deliberate ways for the company to hear from customers.
What Changed
Answers stopped depending on one-off conversations.
Customers had clearer ways to understand the platform, internal teams had more consistent language for explaining it, and the company had more deliberate ways to hear what customers needed as the product evolved.
Want the numbers?
The public story covers the work. Detailed outcomes, figures, and implementation context are available here for verified contacts.
Is your product growing faster than the experience around it?
Sometimes the product isn't the problem. The layer around it is.