I conduct research that fills the gap between your quantitative data and user intent — the why behind the drop-off, the why behind the feature adoption, the why behind the churn.
Most SaaS teams have plenty of quantitative data and not enough qualitative insight. You know the metrics, but you don't know the reasoning.
You can see where users drop off — you can't hear what they think is missing.
You have feature adoption rates, but not the answer to: "Why don't users find this feature? What's in the way? What would make them use it?" That's where qualitative UX research lives.
Note: This is Legible Research's secondary vertical. My primary focus is health and beauty — the comprehension-focused research approach I've developed applies especially well there. But the same comprehension-focused methodology works for SaaS products where onboarding and feature comprehension are the key UX problems.
Users who don't understand your product on day 1 churn fast. Research reveals where comprehension breaks — and how to fix it.
You built a feature. Users aren't using it. Why? Do they not know it exists? Not understand what it does? Not trust that it solves their problem?
Can users find what they need? Is your IA intuitive or are you burying key features in menus?
Validate before building. Test a concept with real users before engineering commits months of work.
Before you launch a major redesign or new product direction, research it. Is the direction right? Are you solving the right problem?
What do users actually need? What are they trying to accomplish?
Can users complete critical tasks? Where do they get stuck?
Where is comprehension breaking? Where is navigation confusing?
How do competitors approach onboarding, feature discovery, and key workflows?
PLG depends on self-serve onboarding and feature discovery. UX research reveals where friction is killing conversion and activation.
You're making product decisions. Research validates direction before you commit engineering resources. It's much cheaper to learn you're wrong in a research session than after 3 months of development.
You don't have a full research team, but you need user signal. I provide focused, high-impact research that answers your most critical questions.
Before you redesign onboarding or navigation, research the current state. Understand what's actually breaking. Then test the new direction before launch.
See the pricing page for specific services and costs.
I work across SaaS, but I bring specific expertise from health and beauty — where comprehension, trust, and user decision-making are critical. If your SaaS involves those dynamics (behavioral health tools, personalized recommendations, content comprehension, etc.), I have deep experience. For other categories, I bring a general SaaS UX research approach focused on onboarding, feature adoption, and navigation clarity.
Yes, but enterprise recruiting is more complex and expensive than SMB or consumer SaaS. Enterprise users are harder to access (you typically need them to be referred by the company), they're less available for interviews, and compensation expectations are higher. I can do it, but I'll be upfront about the recruitment cost and timeline.
The core methodology is the same (interviews, usability testing, synthesis), but the focus is different. SaaS research is often about job-to-be-done — what is the user trying to accomplish? Consumer research (especially beauty or health) often focuses on emotional context, trust, and decision-making. B2B users are more pragmatic; consumer users are more emotional. The research questions and angles change based on that.
Let's talk about what you need to learn from users to make your next product decision.
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