I've never been asked these questions ??♀?

Hey folks!

We talked a bit about?the?Cognitive Load Theory?last week, and how it affects product adoption. I was really curious about it, and while researching I run into?this survey?in?this blog post?about attitudinal metrics :

I've?never been asked these questions. Like, literally, never.?

And I use dozens of SaaS tools on a daily basis which?all claim to 'care about my user experience'.?

System Usability Scale?delves deeper?into the actual user experience of a product than NPS and CSAT.

Hands up, how many SaaS companies do?you?know that actually conduct usability testing??

Here are some sample questions for a UMUX survey, a shorter version of SUS measuring three aspects of?usability: effectiveness, efficiency, and satisfaction.

Well, guess how many times I was asked to do this survey.?

Zero.????Well done.?

“Assumption is something that you’re accepting as true or as certain to happen, without proof. What’s important is to recognise assumptions. You’re still gonna do that. But you never wanna build anything based on assumptions. Challenge yourself. Challenge your team.”*?

*Suzan Stavitzky,?Using Discovery to Test Assumptions and Uncover Opportunities ?

Most SaaS companies don't test their assumptions about the usability of their products, or their user experience.?

Result??

High Cognitive Load ==>?Confused and dissatisfied users ==>?and that?17% median product adoption rate.?

Watch this video TL;DR

As Melissa Perri said in?her talk about the Build Trap : “Our minds want to go for easy - building and launching with no measure of success. We go after outputs rather than outcomes. We go after metrics like velocity and treat the act of shipping as success, without ever pausing to check?if the said features actually improved activation/ adoption.“

Guilty as charged????

What can you do about it?

1. Pick the right?attitudinal metrics ?to measure:?effectiveness, efficiency, or user satisfaction.

2. Create in-app?microsurveys ?to capture your user satisfaction like NPS,?CES , and CSAT.

E.g. In?Userpilot ?you can set them up quick using?the available templates . You can also add follow-up questions to get better insights and qualitative data behind your scores - helping you understand the issues your customers are facing:?

3. Actually act upon the feedback you collect.?

Don't just say you will.?

Hope this gives you some ideas to take home???

See you next week!?