User Experience for SaaS Products

"How did your startup grow so fast?" I've been getting that question a lot, and I believe it comes down to a single word: momentum. We tried to codify momentum and came up with a new concept called... >> The Heartbeat Framework Getting momentum is extremely hard, and losing it is very easy. As makers, we not only have to ship software. We have to ship and talk about it. We have to push new content constantly if we want to create a feeling of “always shipping”. That's why we think about our efforts as a heartbeat. It's a rhythm that we follow to expose internal momentum to the outside world. Just like a heartbeat, there are big peaks followed by small peaks. It's important to have a balance between them, but the beat must be always present for people to know we are "alive." In contrast, if there's a flat line, it means we are "dead" and don't have momentum anymore. The framework is divided into: A) Launch Weeks B) Mini-Launches C) Change log D) Blog E) Customer story F) Social post A) Launch Weeks 🩺 Frequency: 2-3x/year Launch Weeks are the big peaks. It's when we launch 5 new features in 5 days. As the biggest "sign of life", launch weeks are often the most impactful way we share our momentum. But we are also careful not to do them too frequently, since they require a heavy "cost" from the team. 👉 Real-life example: https://lnkd.in/dFVU7_xv B) Mini-Launch 🩺 Frequency: 4-5x/year Mini-Launches are small wins that are worth sharing in a more detailed way, but don't require the same level of planning and coordination as Launch Weeks. 👉 Real-life example: https://lnkd.in/ge4mDz6q C) Change log 🩺 Frequency: 1-2x/month As we update the product, we post regular change logs to highlight how the product is evolving. A fun exercise is to create an internal streak to motivate the team, so you don't miss a single week/month without shipping. 👉 Real-life example: https://lnkd.in/d3pPvTDw D) Blog 🩺 Frequency: 1-2x/month There's nothing more telling than going to a company blog and seeing the last post from 1 year ago. 👉 Real-life example: https://lnkd.in/dr7TKiiu E) Customer stories 🩺 Frequency: 1-2x/month We exist to serve real developers, so it's important for us to talk to our customers and share their experiences. These are not only crucial for attracting new customers, but also to keep the team motivated with real stories of how our product is helping people. 👉 Real-life example: https://lnkd.in/gUmjHi84 F) Social posts 🩺 Frequency: 1x/day We try to be very active in only a few places. We found that X and LinkedIn are the most effective places for us to be at this moment. 👉 Real-life example: this post ;) Startups are all about momentum, so make sure you don't lose it once you find it. I hope this was helpful.

Data is a superpower in product design. Without data, we open ourselves up to: - Biases - Opinions - Confusion - Misalignment When we are data-informed and that data is accurate, we can truly make educated product decisions. I like to think of data in two layers: 1. What’s happening 2. Why it’s happening Let’s break it down. 1. What’s happening: ↳ Business data tells us how the business is doing ↳ Marketing/sales data tells us where our customers come from ↳ Retention data tells us when and why customers are leaving us ↳ Engagement data tells us how customers are using our product 2. Why it’s happening: ↳ User research gives us rich insight into why something is happening ↳ Voice of the customer data shows us how customers talk about our product ↳ Usability scores show us how people perceive our experience in a measurable way ↳ Product market fit & satisfaction scores give us a simple and actionable metric to track and improve over time In terms of accessing that data, methodologies vary, but generally speaking, I always advise the following: 1. Get access to growth and retention data through business dashboards. 2. Get access to product data through your product analytics tool. 3. Set up a cadence to gather customer reviews & comments. 4. Set up a cadence to speak to your users continuously to answer the why. 5. Set up a recurring survey to track satisfaction and usability. PS: The list of metrics is indicative: Actual metrics will differ significantly from one company to another and largely depend on the industry, niche, and data setup. — If you found this useful, consider reposting ♻️ #productdesign #uiux #uxdesign

Salesforce was losing 8% users every month back in 2005. They were growing fast, but bleeding users faster. Their solution? They completely overhauled their onboarding process. The result? They doubled their user base in just one year. This wasn't luck. It was strategy. Here's the thing about customer onboarding that most SaaS companies miss: A customer lost during onboarding is often lost for life. Yet only 37% of users ever reach an "aha moment" in self-serve onboarding without help. That's a massive growth opportunity hiding in plain sight. Four critical insights to fix your onboarding processes. 1 - Segmentation isn't optional, it's crucial SMBs need automation and quick wins. Mid-market requires hybrid approaches. Enterprise demands white-glove service. One size fits none. 2 - Time to Value is everything I watched one tech company slash implementation from 6+ months to 30 days by streamlining onboarding. Another accelerated TTV by 20% and saw corresponding gains in retention. Speed to value = Speed to growth. 3 - What gets measured gets improved Track completion rates (benchmark: 40-60% for B2B SaaS), product adoption, and 30/60/90-day retention. These metrics don't lie about onboarding ROI. 4 - Personalization drives results, even at scale HubSpot's approach of customizing dashboards based on initial surveys significantly improved engagement and conversion. Users don't want an onboarding experience. They want THEIR onboarding experience. The companies winning at this aren't treating onboarding as a checkbox. They see it as a proactive, evolving program that combines technology with human touchpoints. In today's hyper-competitive SaaS landscape, stellar onboarding isn't a nice-to-have—it's essential for sustainable growth. What's your company's approach to customer onboarding? Are you treating it as a strategic growth lever or just another task to complete? Let me know in the comments 👇 __ ♻️ Reshare this post if it can help others! __ ▶️ Want to see more content like this? You should join 2238+ members in the Tidbits WhatsApp Community! 💥 [link in the comments section]

🎯 Case Study: Reducing Customer Churn in a Subscription-Based Startup A SaaS startup offering monthly subscriptions noticed a spike in customer churn, especially within the first 3 months of joining. The leadership wanted to understand: Who’s churning? Why they are churning? What actions can reduce this? 🔍 Step-by-Step Analytics Approach: Excel – Exploratory Data Analysis (EDA): Imported CSV files with user activity logs, subscription status, and feedback scores. Identified outliers and missing values. Created pivot tables to spot patterns by age, region, and plan type. SQL – Deep Dive into Behavior Patterns: Joined user table with activity logs. Discovered: Users who had <5 active days in their first 30 days were 70% more likely to churn. Power BI – Created interactive dashboards showing: Churn rates by cohort Churn vs engagement Impact of support ticket resolution time Filtered dashboards by region, age group, and pricing tier. 💡 Key Business Insight: ➡️ Most churned users never used the product beyond the first week and didn’t get onboarding support. ➡️ Regions with slower customer support response saw 25% higher churn. 📈 Action Taken: ✅ Introduced a structured onboarding journey (emails + calls) in the first 10 days ✅ Automated help guides via chatbot ✅ Targeted re-engagement for at-risk users This is the kind of real-world business problem we break down, solve, and present in my upcoming Business Analytics Bootcamp. ⏰Starts in 5 days Enrol here - https://lnkd.in/gTBGbTC6

Getting the right feedback will transform your job as a PM. More scalability, better user engagement, and growth. But most PMs don’t know how to do it right. Here’s the Feedback Engine I’ve used to ship highly engaging products at unicorns & large organizations: — Right feedback can literally transform your product and company. At Apollo, we launched a contact enrichment feature. Feedback showed users loved its accuracy, but... They needed bulk processing. We shipped it and had a 40% increase in user engagement. Here’s how to get it right: — 𝗦𝘁𝗮𝗴𝗲 𝟭: 𝗖𝗼𝗹𝗹𝗲𝗰𝘁 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸 Most PMs get this wrong. They collect feedback randomly with no system or strategy. But remember: your output is only as good as your input. And if your input is messy, it will only lead you astray. Here’s how to collect feedback strategically: → Diversify your sources: customer interviews, support tickets, sales calls, social media & community forums, etc. → Be systematic: track feedback across channels consistently. → Close the loop: confirm your understanding with users to avoid misinterpretation. — 𝗦𝘁𝗮𝗴𝗲 𝟮: 𝗔𝗻𝗮𝗹𝘆𝘇𝗲 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀 Analyzing feedback is like building the foundation of a skyscraper. If it’s shaky, your decisions will crumble. So don’t rush through it. Dive deep to identify patterns that will guide your actions in the right direction. Here’s how: Aggregate feedback → pull data from all sources into one place. Spot themes → look for recurring pain points, feature requests, or frustrations. Quantify impact → how often does an issue occur? Map risks → classify issues by severity and potential business impact. — 𝗦𝘁𝗮𝗴𝗲 𝟯: 𝗔𝗰𝘁 𝗼𝗻 𝗖𝗵𝗮𝗻𝗴𝗲𝘀 Now comes the exciting part: turning insights into action. Execution here can make or break everything. Do it right, and you’ll ship features users love. Mess it up, and you’ll waste time, effort, and resources. Here’s how to execute effectively: Prioritize ruthlessly → focus on high-impact, low-effort changes first. Assign ownership → make sure every action has a responsible owner. Set validation loops → build mechanisms to test and validate changes. Stay agile → be ready to pivot if feedback reveals new priorities. — 𝗦𝘁𝗮𝗴𝗲 𝟰: 𝗠𝗲𝗮𝘀𝘂𝗿𝗲 𝗜𝗺𝗽𝗮𝗰𝘁 What can’t be measured, can’t be improved. If your metrics don’t move, something went wrong. Either the feedback was flawed, or your solution didn’t land. Here’s how to measure: → Set KPIs for success, like user engagement, adoption rates, or risk reduction. → Track metrics post-launch to catch issues early. → Iterate quickly and keep on improving on feedback. — In a nutshell... It creates a cycle that drives growth and reduces risk: → Collect feedback strategically. → Analyze it deeply for actionable insights. → Act on it with precision. → Measure its impact and iterate. — P.S. How do you collect and implement feedback?

🔎 When analyzing the onboarding processes of various companies from a DEI perspective, I have noticed that some organizations understand the importance of having a buddy system, providing DEI training during onboarding, and introducing new hires to ERGs. However, there are also overlooked foundational steps that can drive significant change: 💡 Step 1: Conducting a DEI Audit of an Existing Process Before designing your inclusive onboarding program, it is crucial to conduct a DEI audit of your current process. This audit involves assessing your onboarding materials, procedures, and practices through a diversity and inclusion lens through employee personas. It helps identify any gaps, biases, or exclusions that may exist, enabling you to make targeted improvements. 💡 Step 2: Developing Pre-Onboarding Resources Pre-onboarding plays a vital role in setting the stage for an inclusive onboarding experience. Create materials that introduce new hires to practical information, but also your organization's culture and DEI initiatives. Providing this information in advance helps new hires familiarize themselves with your commitment to DEI and sets expectations for their onboarding journey. 💡 Step 3: Designing an Inclusive Onboarding Program for the First Year Extend the onboarding process beyond the initial few days or weeks to encompass the entire first year of a new hire's journey. This extended timeline allows new hires to deepen their understanding of your organization, build relationships, and fully integrate into the company culture, fostering a sense of belonging. 💡 Step 4: Training Onboarding Facilitators and Buddies While many organizations recognize the importance of training onboarding facilitators, they often overlook the significance of training buddies in DEI. These people play a crucial role in supporting new hires and shaping their onboarding experience. Provide comprehensive DEI training to both facilitators and buddies, empowering them to create an inclusive and supportive environment. This training should cover topics such 🧠 unconscious bias, 💬 inclusive communication, 🗺 cultural competence, ensuring that they can effectively guide new hires through the onboarding process in an inclusive way. ________________________________________ Are you looking for more practical tips and DEI content like this?  📨 Join my free DEI Newsletter: https://lnkd.in/dtgdB6XX

Lack of data isn’t the most common issue I see amongst SaaS B2Bs. It’s 𝙙𝙖𝙩𝙖 𝙤𝙫𝙚𝙧𝙬𝙝𝙚𝙡𝙢. I’m not going to teach you to suck eggs. Tracking metrics is key to achieving growth goals. We can measure just about anything, and AI is helping analyse ever-larger quantities of data. But a problem remains: which metrics should you focus on? That’s the wrong question. Often leads to picking metrics based on available data. Better: what do you want to change? I think about metrics from a UX lens. SaaS B2Bs have one fundamental: adding value to their user If you’re focused on anything else (monetisation, revenue), you won’t be here long. So the right metrics should inform what you need to change to enhance the UX. 𝟭. 𝗔𝗰𝗾𝘂𝗶𝘀𝗶𝘁𝗶𝗼𝗻 Monitor for obstacles that prevent users from signing up and accessing value quickly. For PLG, optimise the onboarding process to channel to activation point. For non-PLG, ensure landing pages are designed to convert (hero, pain, product, social proof, action, address objections). Example KPIs: Traffic to sign-up conversion rate, free sign-up conversion rate 𝟮. 𝗔𝗰𝘁𝗶𝘃𝗮𝘁𝗶𝗼𝗻 & 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁 Explore user behaviour data for patterns. Gather feedback (both active and churned users). Understand what action(s) users perform to realise your product’s potential. Then leverage to make it quick and frictionless for users to achieve success. Example KPI: Activation rate, time to value 𝟯. 𝗥𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 Guide new users toward being regular, active users. Learn the features that are most valuable and what’s missing, directly from users. Feedback and user communities are great sources. Offer best practices, launch new features, and continuously enhance your product to help users achieve their goals. Example KPIs: Net revenue churn, retention rate 𝟰. 𝗔𝗱𝘃𝗼𝗰𝗮𝘁𝗶𝗼𝗻 Possibly overlooked because it’s tricky to measure. In short, your product needs to delight users so much that they share it with others. Seamless UX is one aspect, but making it easy to share is the other. Pitch does it by throwing a “Made with Pitch.com” invitation at the end of every deck. Example KPIs: Active user growth rate, the virality K-factor I collated the most common SaaS metrics and suggested benchmarks from sources like Elena Verna, ProductLed, and OpenView Partners👇 Just remember these key points: - Metrics should change behaviours – what do you want to change? - Opt for leading metrics, not lagging – react now, not 6 months down the line  - Choose metrics relevant to your business – market size, growth stage, goals - Concentrate on 2-3 metrics at a time (no more than 5) – do one thing well, not a dozen poorly Any metrics I missed? 👇 #growth #strategy #marketing Like this? Give me a follow for more expert-led marketing strategies. 

5-Minute Website Audit: Check Your Mobile Friendliness Why Mobile-Friendliness Matters in SEO With Google’s mobile-first indexing, your site’s mobile version is the main focus for rankings. Mobile-friendliness impacts page speed, user experience, and accessibility, making it crucial for engagement, better rankings, and a broader reach. Using the Mobile-Friendly Test Tool Google’s Mobile-Friendly Test is free and easy to use. By entering your URL, you get a report on mobile usability issues, including text readability, tap target size, page speed, and design responsiveness—all key for mobile interactions. Key Mobile Optimization Concepts -Responsive Design: Adjusts layout to fit all screen sizes, improving accessibility. -Page Load Speed: Faster loading enhances retention and SEO; optimize images, scripts, and servers. -Tap Targets & Navigation: Easy-to-tap buttons and intuitive navigation prevent misclicks. -Text Readability: Fonts should adjust for clarity without needing zoom. -Challenges in Mobile Optimization -Responsive Design Complexity: Converting to responsive design may require significant changes. -Load Speed Optimization: Mobile networks are slower, so optimizing speed is challenging. -Aesthetic vs. Functionality: Balancing visuals with fast performance. -Cross-Device Testing: Testing on multiple devices and browsers is crucial but time-intensive. Running the Mobile-Friendly Test -Visit the Tool: Enter your URL on Google’s Mobile-Friendly Test page. -Run the Test: Click “Test URL.” -Review Results: View mobile-friendliness and address any issues, like small text or crowded elements. Strategies for Mobile Optimization -Responsive Frameworks: Use Bootstrap or Foundation for adaptable layouts. -Image Compression: TinyPNG and similar tools reduce image sizes for faster loads. -Simplified Navigation: Large, clear buttons and straightforward menus. -Prioritize Key Content: Show critical info above the fold for visibility. -Optimized Font & Spacing: Use at least 16px font with ample spacing. Benefits of Mobile Optimization -Higher SEO Rankings: Google rewards mobile-friendly sites. -Better User Experience: Smooth navigation lowers bounce rates. -Higher Conversions: Improved mobile experience encourages actions. -Broader Reach: Mobile optimization expands accessibility. -Competitive Edge: A seamless mobile experience sets you apart. Conclusion Optimizing for mobile is essential. Regularly run Google’s Mobile-Friendly Test to catch issues early and keep your site competitive. NEXT STEPS -Test mobile-friendliness regularly -Implement responsive design for flexibility -Monitor mobile performance. Consider professional audits if challenges persist. #MobileSEO #MobileFriendly #WebsiteOptimization

Customer service can indeed be a challenging role, often leading to frustration for both the service provider and the customer. However, with the right approach and mindset, it can be transformed into a pleasant and genuinely productive experience. Here are some strategies to make that happen: 1. Active Listening: This is crucial. Pay close attention to what the customer is saying, and acknowledge their concerns. This helps in understanding the issue better and also makes the customer feel heard and valued. 2. Empathy and Understanding: Put yourself in the customer’s shoes. Responding with empathy can diffuse tension and build a connection, leading to more constructive interactions. 3. Clear Communication: Use simple, jargon-free language. Clear communication reduces misunderstandings and makes solutions more accessible. 4. Patience: Sometimes, customers might be upset or confused. Exhibiting patience can calm a heated situation and lead to better problem-solving. 5. Positive Attitude: A positive demeanor can set the tone for the entire interaction. Even in challenging situations, a positive approach can lead to more satisfactory outcomes. 6. Knowledge and Resources: Be well-informed about your product or service. This instills confidence in the customer and enables you to provide accurate and helpful information. 7. Feedback Implementation: Take customer feedback seriously. It’s a goldmine for improving service quality and shows customers that their opinions are valued. 8. Follow-up: A follow-up after resolving an issue can leave a lasting positive impression. It shows dedication and commitment to customer satisfaction. By integrating these practices into everyday customer service interactions, not only can the job become more enjoyable, but it also paves the way for building lasting customer relationships and a positive brand image.

Brands used to broadcast. Now they respond. ✅ Think of a B2B SaaS platform where every interaction flexes to the person in front of it. A procurement officer logs in and the dashboard emphasizes compliance, audit trails, and control. A developer logs in and the experience surfaces APIs, sandbox access, and speed. A CFO sees ROI models, forecasts, and financial clarity. Same product. Same brand. Different resonance. This is the rise of responsive brand experience. Not a gimmick, but a strategy: making every layer of identity—UI, UX, content, and even tone of voice—adaptive, intelligent, contextual.❤️ The contrast is striking. Legacy enterprises still design for the average user. They ship one interface, one story, one pathway. Digital-first players design for each user, building systems that adjust like living organisms—changing not only logos, but dashboards, help content, and even microcopy to meet the user where they are. There’s philosophy behind it. Customers don’t just want “software that works.” They want “software that gets them.” Adaptive design—whether in visual identity, navigation, or communication—signals empathy. It says: we see you, we know what matters to you, and we’ll clear the clutter so you can move faster. But the danger is real. Adapt too much and you lose coherence. A CFO may welcome tailored insights but won’t trust a brand whose tone, design, or values feel inconsistent. Responsiveness must orbit around a strong, immutable core: trust, reliability, transparency. What shifts is the expression; what stays firm is the essence. So, the real question for technology brands is not can you adapt? It’s why and how much?💯 The opportunity is profound. Responsiveness is not decoration. Not novelty. It’s a signal of intelligence. The same principle behind great products—turning complexity into clarity—should govern the brand experience itself. When UI, UX, and content stop shouting and start listening, the brand doesn’t just “look” intelligent. It feels intelligent. That’s when technology stops being a tool and starts being a partner. #futureofmarketing #thoughtleadership #thethoughtleaderway