In this episode, I talk to Ben Labay, Managing Director of CX Experimentation at Speero.

He breaks down how to meet the challenge of doing user research when you’re selling a B2B SaaS product to a highly specialized market.

Transcript and other ways to listen here:

https://briandavidhall.com/ben-labay-on-saas-experiments/

2:09 Should you do user testing in B2B SaaS?

4:35 Common user testing platforms & features

5:24 Custom paneling services

7:14 What to look for in user testing

7:51 NPS and benchmarking metrics

10:20 Tradeoffs between platforms with custom panels vs DIY recruitment

12:48 Using industry newsletters for panel recruitment

15:22 Using a tool like Hotjar for panel recruitment

19:16 If you're just starting out ...

21:20 How not to mess up your script and screening questions

26:35 How to detect struggle/friction in user testing sessions

29:42 How many participants do you need to do benchmarking?

31:49 Tradeoffs between highly qualified panelists vs feasibility of finding them

34:25 More on screener questions

40:02 More on pricing tradeoffs

43:22 Avoiding data traps

45:53 "Science is merely a tool to, to try to be fast and confident at the same time in our decisions"