Successfully designing SaaS-Software:
How to increase customer loyalty and performance.
Our software solutions create real added value for anyone who wants to optimize communication in their business and overcome language barriers. We continuously invest in the further development of our products in order to keep them up to date. The knowledge we have gained so far is currently being incorporated into the design of a new, user-friendly and targeted interface for the Qonda Suite.
As user feedback is particularly important to us, we also involved external people during the development phase. They were invited to evaluate the new version based on several use cases and share their valuable suggestions with us, which we integrated directly into the further development.
We learned how crucial intuitive operation, well designed workflows and a clear, appealing design are. As we finalize the last details of our brand new Qonda Suite, we want to emphasize how important an excellent user experience is for SaaS software and which aspects should be given special consideration to optimize it.
What does SaaS mean and what are its special characteristics?
SaaS, the abbreviation for Software as a Service, refers to a model in which software is provided via the internet. However, the concept goes far beyond the mere initial provision of software. The term “service” implies that, in addition to the software itself, continuous support is also offered by the provider.
Software that is not regularly maintained, optimized and updated quickly loses its relevance and cannot meet the needs of users in the long term. In the SaaS model, the provider not only hosts the software, but also takes care of essential aspects such as security, accessibility and user-friendliness. This ensures that the software always remains up-to-date and reliable and creates a sustainable experience.
How to meet users' expectations in the long term?
Various techniques and metrics are available to continuously evaluate and optimize the user experience. These tools help to measure the success of the design to date, identify weaknesses and make founded decisions:
Session duration
The evaluation of the session duration depends on the context of the software. For some applications, longer use is positive, as it indicates a high level of interest and enjoyment of the product. In other cases, however, it is beneficial if users achieve their goals quickly and efficiently. A precise analysis of session duration can help to understand whether the software offers the desired benefits.
User loyalty
Long-term loyalty only becomes visible over time. A high churn rate indicates that user expectations may not have been met. Analyzing the churn rate can help to identify weaknesses and improve the user experience.
Onboarding
Experienced, returning users may have become accustomed to minor shortcomings in the software and learned to work around them through trial and error. It is therefore particularly important to focus on first-time users. How long do they need to achieve initial success? Where do potential difficulties arise? It is important to identify these hurdles and optimize the software accordingly, minimize sources of error and improve the onboarding process to enable new users to get started smoothly.
User satisfaction
The satisfaction of users reflects their overall experience with the software and the associated service. In order to gain valuable insights, targeted surveys, interviews or usability tests can be carried out. This feedback makes it possible to shed light on specific aspects or interactions and integrate suggestions for improvement from the test subjects.
Performance
The technical performance of the software can be precisely evaluated by analyzing specific key performance indicators. Key metrics include loading times and uptime (system availability without failures). In addition, the frequency and type of support requests can provide valuable insights into possible weak points that indicate a need for optimization.
Usage paths
The focus is often on expanding features and functions, but it can also make sense to carry out a targeted clean-up. By analyzing and documenting functions that are possibly hardly used or no longer used at all, they can be removed to improve clarity. At the same time, the usage paths should be reviewed in order to identify and eliminate unnecessary intermediate steps, loops, conflicts and overlaps.
UX guidelines
Based on extensive industry experience and data collection from various software solutions, there are numerous best practices, frameworks and guidelines for the user experience. These can be consulted and compared with your own product. Alternatively, specialized service providers can be assigned with the analysis and optimization of the user experience.
In conclusion, the continuous improvement of the user experience in the SaaS sector is a multi-layered task that requires in-depth analysis and regular adjustments. The implementation and optimization of the software must be closely linked to the needs of the users. Ensuring an outstanding experience is not only a continuous process, but also the key to long-term customer satisfaction and retention.
Interested in experiencing the Qonda Suite live?
Contact us today to arrange a live demo. Our experts are ready to show you the features and benefits of our solution in real time.