Find your heaviest users in analytics and call them to learn what helps

Gaurav… they jumped on the call, we just sent them a link to our platform, asked them to share their screen, and we just sat there quietly and watched them use the platform. The key here is to speak as little as possible. For example, if I see someone kind of trying to log in and they're not pressing the right button, I could jump in and say, "Hey, just press this," but that's not helpful because I want to understand what's going on behind the scenes.

GauravThis really, really helped shape our MVP, because as we sat there and we just watched users navigate our UI, we realized there was so much friction. Now that we've run enough usability tests, we need to make the product actually usable and intuitive. And phase three was customer success. This is all about understanding, is the platform actually helping them? And so, customer calls of course are really helpful. And so, we had PostHog tracking almost everything, and we found everyone that was using the platform the most, the power users. And then we jumped on a call with them, and we asked them, again, kind of Mom Test questions, but we were mostly trying to find out, how was the platform helping them?

GauravAnd we realized, "Okay, short-form content was the thing. Getting views, getting conversions, getting app installs was the thing." And so, we doubled down entirely on that.

Pat WallsOkay, cool. Well, that's a great example of, okay, when I talk to my customers, what's going to happen? Well, you realize that your UI wasn't good enough because you had talked to enough customers, it was confusing, and you came to this UI pivot essentially, and that's the reason why it's successful now. So, I'd love if you could demo this feature change or UI change that led to your SaaS hitting nearly $70,000 a month.