Solution for law firms
From a declining product to a refocused offering
The Challenge
LexisNexis Canada offered a news search tool and non-legal content within a legal context. Despite its relevance, the product was losing users at an alarming rate — more than 70% lost over 3 years. The offering was ageing, maintenance costs were climbing, and competition was gaining ground. Without intervention, the product was doomed.
Key Issues
Mass user exodus over 3 consecutive years
Service offering misaligned with actual market expectations
Development and maintenance costs steadily increasing
Costly features maintained despite near-zero use
Our Approach
Rather than rebuilding everything, we first listened. In-depth interviews with the most active users made it possible to identify what really created value — and what drained resources without return. Based on those insights, we refocused the offering, removed the excess, and realigned the technology to reduce structural costs sustainably.
Strategic Framework
Competitive analysis — Positioning the offering against market alternatives to identify gaps and opportunities
Power user interviews — Structured sessions with the most engaged users to map features with real value
Offering rationalization — Removal of costly and underused features, refocusing on the product's core value
Technology realignment — Modernizing the architecture to reduce maintenance costs and speed up future improvements
The Solution
An offering focused on what users actually used, delivered on a modernized infrastructure that was less expensive to maintain. Fewer features — but the right ones. A clear value proposition aligned with the real needs of the Canadian legal market.
What We Implemented
New backlog prioritization framework based on actual usage and ROI
Structured removal of unused features with proactive client communication
Realignment of the technology stack to reduce technical debt
New market positioning and sales materials aligned with the refocused offering
The Results
Before | After | |
|---|---|---|
User retention | -70% over 3 years | +55% over 3 years |
Development costs | Baseline | -60% in 3 years |
Complete reversal of the trend — from -70% to +55% retention over a comparable period
60% reduction in development and maintenance costs within the first 3 years
Product team refocused on value rather than maintaining the past
Clear, deliberate competitive positioning in the Canadian legal market
Sometimes, the best growth strategy isn't to add — it's to eliminate what holds you back. By listening to the right users and making the right technology choices, LexisNexis Canada turned a declining product into a profitable, competitive, and sustainable offering.
