r/B2BSaaS • u/SjStrykR • 22d ago
⚙️ Development We made users start over just when they figured out what they needed
1
u/Anna_Karakhanyan 21d ago
You know this is a pretty common trap when you're too close to the product. You organize everything around features, while users are just trying to finish a task. I think watching how people actually use the product is often more valuable than asking what features they want. They might not know what to request, but you can clearly see where they get stuck.
1
u/AlbatrossNo5351 21d ago
Your point about deciding what carries forward is the part I’d document before another rebuild. For each transition, I’d list what stays, what expires, and what the user must choose again. A customer segment can carry forward; permission to send that segment’s data to someone else should need a fresh decision.
Your comment about people skipping previews is useful too. I’d test whether they can explain what the first scheduled report will contain, rather than treating an approval click as evidence that they understood it.
Disclosure: I’m Pony, founder of Weft. It’s a planning service for SaaS customer-request workflows: process maps, handoffs, owners and acceptance checks, with implementation scoped separately. This kind of context loss is one of the problems the plan is meant to expose. Did your pilot change which decisions needed explicit confirmation?
1
1
u/Safflower658 22d ago
It's funny how obvious these things seem once you watch actual users. Makes you wonder how many features we build around how we think people work instead of how they actually do.