Latest news with #Appfire
Forbes
16-05-2025
- Business
- Forbes
SaaS Companies: 18 Common UX Mistakes That Derail Growth
getty The quality of the user experience can make or break a software as a service product. But too often, SaaS companies focus on what their product can do—to the exclusion of what end users need and understand—leaving customers frustrated or overwhelmed. From confusing onboarding flows to inconsistent design and overlooked device functionality, UX missteps in a SaaS offering can erode trust and stall (or tank) growth. Below, Forbes Technology Council members share some of the most common UX pitfalls they see in the SaaS space and what companies can do to improve clarity, usability and customer satisfaction. Many SaaS companies assume 'more features' equals 'more value,' but adding more features often comes with a more complex UX that doesn't consider user engagement, which leads to confusion. To correct this, focus on simplicity. By designing clear tasks, smart defaults and intuitive navigation, SaaS companies can make their products seamlessly fit into workflows, driving adoption and long-term loyalty without overwhelming users. - Ed Frederici, Appfire Too many SaaS products bury core functionality under layers of clicks or cluttered menus. It's friction disguised as 'feature-rich.' To fix it, map user journeys, surface the top three actions users take daily and make them accessible in one click. Simplicity isn't minimalism—it's precision. - David Pickard, Phonexa Forbes Technology Council is an invitation-only community for world-class CIOs, CTOs and technology executives. Do I qualify? Making minor enhancements without a thorough process harms the overall user experience. SaaS companies must prioritize comprehensive user research and rigorous usability testing to ensure changes don't compromise core functionalities. Adhering to established design principles and maintaining system integrity are crucial. When introducing new features, avoid cluttered interfaces to prevent user confusion. - Sandeep Shivam, Tavant Technologies, Inc. When building something great, it is easy to get tunnel vision and design workflows around the product vision instead of intuitive use. Letting users test early without guidance shows where their instincts pull away from the intended flow. Those friction points are the real roadmap to a better UX. - Leah Dodson, NextLink Labs SaaS platforms often exclude non-English-speaking users through poorly translated interfaces that feel impersonal and sometimes inaccessible, which erodes trust. By investing in tools and approaches that deliver contextually relevant, culturally tailored translations in clean interfaces, SaaS companies can create inclusive experiences that all customers love. - Kehinde Fawumi, Amazon If buttons, icons and layouts function differently throughout the application, it causes cognitive friction. A solution is to adhere to a consistent design system and component library, which leads to quicker learning and reduced frustration. - Anoop Gupta, Capital One One common UX pitfall in SaaS is overwhelming users up front with cluttered dashboards and too many features. To fix this, companies should adopt progressive disclosure—surfacing functionality as users need it—making the experience cleaner, more intuitive and less intimidating. - Arpan Saxena, One of the UX pitfalls in SaaS is rigid user onboarding paths that can't be skipped or revisited. Forcing all users through the same flow—regardless of experience—creates friction. To improve this, offer modular onboarding. Let users choose their path, skip steps or return later, matching guidance to real-time needs. - Ivan Guzenko, SmartyAds Inc. One frequent UX misstep: onboarding that assumes users already 'get it.' Too many SaaS tools drop users into complexity. To fix it, guide users with intuitive onboarding, contextual tips and progressive disclosure. - Katerina Axelsson, Tastry One of the patterns that I have seen over and over again is technologists thinking that design is easy and they can do it by themselves. They focus on the architecture, code and so on, overlooking the importance of the design and user experience entirely. My advice is to leave design to the professionals—the same way we leave technology decisions to the technologists. - Dr. Sreeram Mullankandy, Elumina Health Inc. One common UX mistake in SaaS is designing features based on internal assumptions rather than actual user behaviors. Iterating based on how people actually use the product leads to cleaner, more intuitive experiences that truly serve users. Prioritizing user-centric design will take you much further. - Mark McDonald, CoStar Real Estate Manager One issue that can happen over time is that the UX becomes stale, cluttered or outdated. Often, the market leader falls prey to this mistake because of confirmation bias—they believe that their success is because of their UX, when in reality, they are successful in spite of their UX. Feedback from new users can help reveal issues, and comparing themselves to market leaders in other industries can give SaaS companies insight into their own gaps. - Luke Wallace, Bottle Rocket User experience is a critical component of any SaaS solution. It should be thoughtfully designed to ensure clarity and usability. Not every feature or data point needs to be exposed in the user interface—doing so can lead to visual clutter and overwhelm the user. To avoid this, the design-thinking process should be applied to deeply understand user needs and business objectives. - Hari Sonnenahalli, NTT Data Business Solutions A common UX mistake in SaaS is making the sign-up and cancellation processes overly complicated—for example, requiring multiple steps to sign up, such as creating a password, or hiding cancellation options. To improve, SaaS companies should streamline sign-up with social logins (Google, Facebook) and make cancellation effortless, like a one-click button. This enhances user trust and boosts adoption rates. - Imran Aftab, 10Pearls Often, a SaaS company will rely on a template. The problem is, the company offering the service doesn't always tune their UX to the needs of their customer base. Ultimately, what results is a muddled mess and overcomplicated visuals that can cause customers to tune out. Take care to test and understand what your customers want, how they want it and what is easy for them to use. - WaiJe Coler, InfoTracer Ignoring mobile-first design is a big mistake. Many SaaS platforms are built with desktop experiences in mind and then hastily adapted for mobile. This often results in clunky, difficult-to-navigate apps on smartphones. Design with mobile as the primary experience, ensuring functionality, responsiveness and ease of use across devices. - Kingsuk Chakrabarty, Estee Lauder Companies Many products suffer from excessive configurability. It's crucial for a SaaS product to guide the user experience and expose only the components that truly need customization. When teams overengineer for flexibility, they often create unnecessary complexity that confuses users rather than empowering them. Products should be designed with a very clear vision of the user experience. - Naga Vadrevu, Wonderschool inc. A common UX failure is forcing users to navigate complex access configurations without context or clarity. SaaS companies can correct this by visualizing identity relationships—clearly showing who has access to what, why and under what conditions. This not only improves user confidence and reduces errors, but also accelerates adoption by making governance intuitive and actionable. - Craig Davies, Gathid
Globe and Mail
04-03-2025
- Business
- Globe and Mail
Isos Technology Honored as Appfire's 2024 Partner of the Year for Customer Experience
Isos Technology, a distinguished Atlassian Platinum and Enterprise Solution Partner, is proud to announce its recognition as the 2024 Partner of the Year for Customer Experience in Appfire's annual Red Hot Partner Awards. This prestigious accolade underscores Isos Technology's unwavering commitment to delivering exceptional customer service and innovative solutions within the Atlassian ecosystem. Isos Technology, a distinguished Atlassian Platinum and Enterprise Solution Partner, is proud to announce its recognition as the 2024 Partner of the Year for Customer Experience in Appfire's annual Red Hot Partner Awards. This prestigious accolade underscores Isos Technology's unwavering commitment to delivering exceptional customer service and innovative solutions within the Atlassian ecosystem. The Red Hot Partner Awards, an esteemed program by Appfire, celebrate top-performing channel partners who have demonstrated remarkable growth and outstanding support of Appfire products over the past year. Isos Technology's dedication to understanding and addressing client needs has been pivotal in achieving this distinguished honor. "We are thrilled to be recognized by Appfire for our commitment to customer experience," said Thad West, CEO of Isos Technology. "This award reflects our team's hard work and our strong partnership with Appfire, enabling us to provide unparalleled solutions to our clients." Isos Technology's approach combines deep technical expertise with a customer-centric focus, ensuring that clients receive tailored solutions that drive business transformation. Their collaboration with Appfire has empowered numerous organizations to enhance their workflows and achieve operational excellence. About Isos Technology Isos Technology helps organizations solve complex business challenges with Atlassian tools and industry best practices to drive enterprise excellence. Whether optimizing service management, migrating to the cloud, or developing long-term IT strategies, Isos Technology partners with teams to achieve measurable results. As an Atlassian Platinum Solution Partner, Isos specializes in ITSM, cloud migrations, and enterprise strategy. The company has been recognized multiple times as an Atlassian Partner of the Year. Since 2005, Isos Technology has helped Fortune 1000 companies and public sector organizations innovate and build sustainable success. About Appfire Appfire is a leading provider of software solutions that enhance, extend, and connect the world's top platforms, enabling teams to work more efficiently from planning to product ideation, development, and project delivery. With a robust portfolio of apps and integrations, Appfire serves a global customer base, empowering organizations to streamline their workflows and achieve their business objectives. The Red Hot Partner Awards Program Appfire's Red Hot Partner Awards program is designed to recognize and celebrate the achievements of its channel partners who have demonstrated exceptional performance, innovation, and commitment to customer success. The awards encompass various categories, including Rising Star, Cloud, Collaboration, Customer Experience, and Innovation, highlighting partners' diverse contributions across different domains. This annual program reflects Appfire's dedication to fostering a vibrant and collaborative partner ecosystem that drives mutual growth and success. Isos Technology's Commitment to Customer Experience At the heart of Isos Technology's operations is a steadfast commitment to delivering superior customer experiences. This dedication is evident in their comprehensive approach to client engagement, which includes: Personalized Solutions: Isos Technology takes the time to understand each client's unique challenges and objectives, crafting customized strategies that align with their specific needs. Continuous Support: Beyond implementation, Isos offers ongoing support and training, ensuring clients can fully leverage the solutions provided to achieve sustained success. Innovative Practices: By staying abreast of the latest industry trends and technologies, Isos integrates cutting-edge tools and methodologies into their offerings, providing clients with forward-thinking solutions. Looking Ahead Building on the momentum of this recognition, Isos Technology is poised to continue its trajectory of excellence in customer experience. Future initiatives include: Expanding Service Offerings: Introducing new services and solutions that address emerging market needs and technological advancements. Strengthening Partnerships: Deepening collaborations with industry leaders like Appfire to bring more integrated and effective solutions to clients. Investing in Talent Development: Continuing to nurture and grow their team of experts to maintain the highest standards of service delivery. For more information about Isos Technology's services Media Contact Company Name: Isos Technology Contact Person: Jake Gospodnetich Email: Send Email Country: United States Website:
