Case Study — Healthcare Forms Platform

Instrumented a new SaaS platform from scratch. 114 events. 13 dashboards. 37 UX issues caught before users hit them.

A healthcare forms platform launched a new product with no analytics, no engagement visibility, and an 80% onboarding drop-off nobody could see.

114
Events specified across 12 areas
13
Production dashboards with 118+ charts
37
UX issues identified and prioritized
90%
Analytics cost reduction vs enterprise competitors

Before.

FormDR launched their new Engage platform — a CRM + eSignature + form builder + communications suite for healthcare. The product was live but flying blind: 80% of users never sent their first packet. Document signing had 60% abandonment. Bulk actions failed silently with 0% success rate. The team couldn’t see any of this because there was no analytics instrumentation.

The legacy Mixpanel setup was expensive — $20K–$50K/year — and didn’t cover the new platform. They needed full analytics infrastructure built from scratch for a product that was already live and losing users.

The Situation
  • New platform live with zero analytics instrumentation
  • 80% of users never complete onboarding (invisible without tracking)
  • 60% document signing abandonment (hidden Next button)
  • Bulk actions failing silently — 0% success rate with no user feedback

What we did.

A systematic instrumentation strategy: audit every user journey, design JTBD-driven events, build dashboards, and catch UX issues before scaling.

Step 1 — Product Audit
Complete user journey mapping across 6 feature areas: Contact Management, Document Signing, Form Builder, Communications, Calendar & Tasks, Pipelines. Every interaction point cataloged.
Step 2 — Event Taxonomy Design
114 events specified using JTBD methodology: 24 P0 core activation events, 38 P1 feature adoption events, 15 P2 reporting events, 37+ supporting events. Each with required properties, user context, and outcome data.
Step 3 — Dashboard Architecture
13 production dashboards with 118+ charts: activation funnel, document signing workflow, template adoption, communication performance, contact lifecycle, integration metrics, and segment-specific views.
Step 4 — UX/CX Audit
Systematic testing revealed 37 issues: 8 critical blockers (P0) including hidden navigation buttons, modal freeze bugs, and silent validation failures. 14 high-priority friction points. 10 medium. 5 polish items.
Step 5 — Implementation Support
17-page technical guide for React/Node.js SDK, MySQL integration, group analytics. Code examples for each event type. Rate limiting guidance. QA checkpoints that caught property implementation gaps early.

After.

90%
Cost savings — $2–4K/year vs $20–50K/year on enterprise analytics
114
Events across 12 functional areas — JTBD-driven, not button-click-driven
13
Dashboards with 118+ charts covering activation through revenue
37
UX issues caught — 8 critical blockers identified before scaling
4 hours
To fix the critical sticky footer — very high ROI from the UX audit
29%
Property coverage at QA — gap caught before months of unsegmentable data

What you can do now.

Your product team can see the complete user journey for the first time — from account creation through first packet sent. The 80% onboarding drop-off is visible and measurable. The document signing abandonment has a root cause (hidden Next button) and a 4-hour fix.

Your analytics costs dropped from $20K–$50K/year to $2–4K/year — with BAA, group analytics, and session replay included. No healthcare tax. No enterprise sales negotiation. PostHog’s transparent pricing scales with growth.

Your engineering team has a QA framework that catches property gaps before they become months of lost segmentation data. The 29% implementation rate at first QA checkpoint meant the gap was found in weeks, not quarters.

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Jake McMahon
Jake McMahon
ProductQuant

10 years building growth systems for B2B SaaS companies at $1M–$50M ARR. BSc Behavioural Psychology, MSc Data Science. This engagement required building analytics infrastructure for a brand new platform while simultaneously fixing critical UX issues that were invisible without instrumentation.

Launching a product with no analytics?

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