Why Do B2B Products Suck So Much at User Experience?

Let’s face it: B2B SaaS is as inevitable as that “reply-all” email chain from accounting. We’re bombarded with B2B systems daily—often with little choice. Yet, despite their ubiquity, one thing remains painfully consistent: most B2B products are abysmal when it comes to user experience. If a B2C product had the same UX issues, it wouldn’t just flop; it’d be buried in the graveyard of apps people wish they’d never downloaded.

Don’t get me wrong—there are a few B2B gems out there, but the vast majority seem to think making the most straightforward tasks easy is enough. Anything slightly more complex? Prepare to jump through more hoops than a circus monkey on performance day. The question is, why? Why does UX in B2B land feel like navigating a maze designed by someone who hates you?

The Culprits Behind the Painful UX

There are two primary reasons for this UX tragedy. First, as a product scales and gains traction, it inevitably moves from the clear vision of a single, inspired individual to something designed by a committee. And we all know what happens when committees get involved. Suddenly, the bold, risk-taking ideas that could set the product apart are drowned out by the safe, consensus-driven decisions that ensure no one’s toes get stepped on. This is where the vision gets lost in the shuffle, with everyone more focused on hitting quarterly targets than creating something that truly helps users.

This shift is part of a larger cultural problem in many organizations: a fear of failure that stifles innovation. Instead of pushing boundaries and trying to craft something extraordinary, the focus becomes avoiding mistakes at all costs. But in the process, the product becomes a bland, one-size-fits-all solution that might check all the corporate boxes but leaves the actual users sighing in frustration.

The Homogenization of UX

The second reason B2B UX is often so lackluster is the relentless drive to homogenize user experiences. Any attempt to deviate from the “standard” is quickly squashed, with everyone involved getting the message loud and clear: stick to the guidelines or else. While consistency is important, especially in complex systems, it’s equally crucial to recognize that different use cases have unique needs. And when every product looks and functions the same, it feels like wearing a one-size-fits-all suit—sure, it covers you, but it doesn’t fit well, and you’re definitely not comfortable.

At CloudNuro, we understand that top SaaS products are unique and deserve a user experience that reflects their specific licensing, usage, and optimization needs. That’s why we’ve developed Custodians—mini-SaaS products within our platform that deviate from our regular information architecture to focus on the unique aspects of each SaaS. Whether it’s #M365, #Salesforce, #Servicenow, #Okta, #AWS, or #Azure, each gets a tailor-made experience that provides deep insights and targeted governance actions.

Let’s Talk About Your SaaS

Tired of wrestling with clunky B2B software? Curious how CloudNuro.ai can help reduce your SaaS spending while providing a user experience that doesn’t make you want to pull your hair out? DM me for a 1:1 session. I promise it’ll be less painful than your last software update.