B2B User Testing with Ben Labay

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"