MorningRoar #6
If building a SaaS product were like making the perfect sandwich, you’d need the bread (the core functionality), the meat (the main features), and maybe a few condiments (cool integrations or a snazzy UI).
But as you serve it up with heart and love, you realize something’s off. Clients are chewing, but they’re not exactly savoring every bite.
Today, let’s discuss two things you can do to improve your SaaS product:
The Power of In-Depth Feedback
The ancient Greeks had it figured out: “Know thyself.” But in SaaS, it’s more like “Know thy users.”
It’s easy to fall in love with your product, but remember—you’re not the one using it every day. The harsh truth? Your clients often know better than you what’s missing. So, let them do the talking.
Ask, don’t assume. Set up regular interviews, surveys, and feedback loops with your ideal clients. Analyze their usage patterns—if a feature is being ignored, dig into why.
Back in 2010, Kevin Systrom and Mike Krieger launched an app called Burbn. Burbn wasn’t focused on photos at all—it was a complex check-in app that combined elements of Foursquare with features for posting plans, earning points, and sharing photos.
As Systrom and Krieger analyzed user behavior, they noticed that the photo-sharing feature was the only part of Burbn people really loved. Users weren’t using Burbn to check in or post plans—they were using it to share photos, and they were doing it a lot.
They simplified the app, added a few filters to enhance the photos, and relaunched it as Instagram.
According to a survey by PwC, 73% of customers say that experience is a crucial factor in purchasing decisions. What does that tell us? If your clients feel heard, they’ll stick around—and they’ll probably tell their friends too.
Utility and Delight
We’re diving into the philosophy of balance here. Remember Aristotle? He was all about the “golden mean”—the idea that virtue lies in the balance between extremes.
In SaaS, this means finding the perfect balance between utility and delight. Too much of one without the other, and your product becomes either a dry tool or a gimmicky toy.
Airbnb started as an idea born out of desperation. Founders Brian Chesky and Joe Gebbia were struggling to pay rent in San Francisco, so they decided to rent out air mattresses in their living room to attendees of a design conference in town.
They called it “Air Bed & Breakfast.” It was a scrappy solution to a temporary problem, and it didn’t exactly scream “future billion-dollar company.”
But they dug deep into the concept and realized they weren’t just offering a cheap place to sleep—they were offering a different kind of travel experience, one rooted in connection and community.
Instead of sterile hotel rooms, travelers could stay in real homes, get insider tips from locals, and experience cities like residents.
This shift in perspective turned Airbnb from a couch-surfing oddity into a revolutionary idea that challenged the traditional hospitality industry.
Gartner reports that 89% of companies now compete primarily on customer experience. It’s not enough to just solve a problem—you need to make solving that problem a downright pleasure.
At the end of the day, your SaaS product needs to be both effective and enjoyable. No one wants to use a tool that feels like a chore.
It’s all about finding that sweet spot where utility meets delight. And trust me, your users will notice.
Now, go on and give your SaaS that extra dollop of mustard it’s been missing. Your users (and your bottom line) will thank you.