The Term Scout Pivot: How Early Customer Feedback Reshaped Their Entire Business Model

The Term Scout Pivot: How Early Customer Feedback Reshaped Their Entire Business Model

Most founders praise the value of failing fast, but few share specific examples of how early failures shaped their success. In a recent episode of Category Visionaries, Term Scout CEO Otto Hanson detailed how a failed experiment in just one day led to a complete pivot in their business model.

The Original Vision

Term Scout’s journey began with what seemed like a brilliant idea: democratize contract review through crowdsourcing. “The first idea that we toyed with and actually launched was kind of like a Yelp type app where attorneys could register, prove that they were an attorney… create a public review of a contract that you were reading,” Otto explains.

The reasoning was compelling. As Otto notes from his legal experience: “When I practiced law, I read the Salesforce Main Services Agreement… for multiple different customers. And I was like, wow, if I could have just created a single review, maybe shared it with a bunch of people, I could save thousands of people the time of reading this contract.”

The One-Day Experiment

Instead of spending months building a full product, Term Scout ran a quick experiment. “Literally inside of a day, we had five different attorneys review the same contract on like, ten key metrics,” Otto shares. The results were immediately revealing: “The results were all over the place. Like, one attorney gave it a five on privacy, another attorney gave it a one on privacy.”

This variance exposed a fundamental flaw in their approach. “We realized, like, oh, one of those attorneys is like a divorce lawyer. They’re not well equipped to comment on the privacy qualities of this contract.”

The Pivot Point

This early feedback led to a crucial insight: the problem wasn’t the idea of standardized contract reviews, but the method of getting there. “We looked at that data really quickly and like, whoa, we’re going to need hundreds of reviews on any contract in order for this right signal to actually break through the disparity or disparate potential answers.”

Instead of trying to fix the crowdsourcing model, Term Scout made a radical pivot. “We scrapped that idea and we took it in house and we decided to try. Like, what if we actually just created our own rating mechanism and brought all of that in house so we could use our own subject matter experts to make sure it’s really high quality.”

Building the New Model

The pivot fundamentally changed their approach to both product development and market trust. “We spent a lot of time focusing on just product and technology… getting the subject matter experts to make sure that the data integrity is really high,” Otto explains.

This new direction led to the development of their proprietary rating system. As Otto describes it, “It looks at everything that matters in a specific contract type… We use real lawyers, real subject matter experts to program this into our software.”

The Impact

The pivot’s success is evident in their current metrics. “We’re seeing more than 40% of customers are starting to sign that contract without negotiating,” Otto notes. The platform now processes about 6,000 contracts monthly, though Otto maintains perspective: “6,000 a month is actually nowhere close to a big dent, but it’s a number that we’re proud of for where we are as a company.”

Lessons for Founders

Term Scout’s pivot offers several key lessons for founders:

1. Test core assumptions quickly before building
2. Be willing to completely abandon initial approaches based on data
3. Sometimes the right pivot is toward more expertise, not more scale

The story also highlights the value of The Lean Startup, which Otto cites as fundamental to their approach: “It’s all about how do you learn really fast, because we’ve all got ideas, and 99% of them don’t work… But usually there’s something in that vein that if you’re able to learn quickly and pivot quickly and adjust, you can find the version of that problem that you want to solve that can be successful.”

For founders building complex products, Term Scout’s journey demonstrates how early failures, properly interpreted, can lead to stronger business models. Sometimes the fastest path to success is through a quick, decisive pivot.