Merging SaaS Products In A User-Centered Way — A Case Study of Overleaf and ShareLaTeX

Abstract

Mergers and acquisitions pose complex organizational and technical challenges. A user-centered approach can help ensure the success of a merger. By prioritizing the management of user expectations, by addressing change aversion and by ensuring users feel heard, a merger cannot only be made more successful, but also be perceived as a positive change by end users. This case study describes and discusses the user-centered approach taken to successfully merge two established online LaTeX editors: Overleaf and ShareLaTeX. A mixed methods approach was used to simultaneously ensure broad coverage of the user base (quantitative; relevant because these were established products) and also in-depth understanding of their issues, opinions and motivations (qualitative; relevant to making informed design decisions). This user-centered approach was successful in helping the company to set a path for the merger, to adapt in the face of new data, and to create the foundation for sustained growth.