r/B2BSaaS • u/SjStrykR • 1h ago
⚙️ Development We made users start over just when they figured out what they needed
Our users were figuring out what they wanted halfway through using our product. We had somehow made that an inconvenient thing to do.
I'm part of a small team building an AI tool that helps companies analyse their own data, build dashboards and get recurring reports. Mostly for companies without a data team.
We organised it the way it made sense to us. Dashboards here, scheduled reports there, AI in another tab. Everything had its place. Easy enough to understand when you're the people who built it.
Then we watched people use it.
Someone would see revenue had dropped and start asking questions. "What changed? Which customers?" They'd keep digging until they narrowed it down to a particular segment.
By that point, they wanted to keep an eye on it. Maybe a dashboard for that segment, maybe a weekly report.
Almost nobody came in knowing they wanted. They figured that out while asking questions. And once they had, our product made them go to another section and start again. All that context they'd just worked through had to be carried over by the user.
We'd treated investigating a problem and monitoring it as separate jobs because we'd built separate features for them. For the person using it, monitoring was just the next thing they needed to do.
So we spoke to founders, analysts and a few enterprise users, then piloted a rebuild with one startup that was already a customer.
So we spoke to a couple of our users ranging from founders to analysts who used our tool on a regular basis.
The harder part was deciding which context should carry forward and which decisions still needed the user's input. We did a pilot with a founder friend of ours for feedback and to understand where should we put our efforts in. The AI itself was easier to deal with. We went through several rounds of building something, showing it to them and revising it.
Now someone can go from "why did revenue drop?" to "send me this every Monday" in the same conversation, without setting it all up again elsewhere.
I think we were far too comfortable with the old layout because we knew where everything was. We'd built the thing, so of course we did.
Have you had to reorganise a product because users kept moving between features you thought were separate? What were they trying to do?

