Launching a SaaS means moving forward on all fronts simultaneously. Code, marketing, support, communication. Eventually, you lose sight of your own product. You know what it does, but you don't know what it gives you; you see someone covering it for the first time. That's exactly why I decided to bring in an outside eye.
How did I find Cléa?
I spotted her on social networks. She regularly publishes little UX tips that are concrete, well formulated, and without spin. The kind of content that shows what someone really knows how to do. I got in touch with him, and we had a chat. The connection was immediate. She had made some pertinent comments about Webful even before we started working together. She gave me a quote for a complete audit of the public site. Reasonable. I said yes.
How did it go?
The method is tried and tested. After an initial video to get to know each other and frame the work, she leaves for a week or so to audit her business. She then comes back with a complete video where she explains point by point what she has observed, then sends me the document in a hurry. Structured, illustrated, argued. Not a list of vague recommendations: each problem is explained, its impact on the user is described, and a concrete solution is proposed. I made the corrections. She went back over the site and sent me a recorded video with her final feedback, the last adjustments in light of what I had done
We reproduced exactly the same process for the interior of the SaaS: onboarding, dashboard, user path after registration. Same rigor, same method.
What it brought me in concrete terms.
Just two examples.
The registration form asked for the user's site URL, site name and type of interest, even before the user had created an account. Cléa pointed out the problem clearly: this information belongs to onboarding, not registration. Every useless field at this stage is another reason to give up. I've corrected it.
Another example: at the end of onboarding, access to the product was blocked by an email validation. The user had just spent five steps, was at the height of his commitment and the product was telling him to go and check his e-mails. Bad timing, bad signal. Corrected too. I couldn't see these points anymore. Not because they were subtle, but because I'd been looking at them for too long.
What I've learned from his way of working
Her œil is new but not naïf. She understands technical constraints without letting them limit her. She's precise, demanding and benevolent, a combination that's rarer than it seems. She doesn't deliver a report and disappear: she follows up, she comes back, she makes sure that the corrections are going in the right direction. I wouldn't hesitate to call on her again.
If you're working on a SaaS or service site, a well-conducted UX audit isn't a thought, it's a quick return investment. Every friction eliminated in the user journey means fewer abandonments, fewer support tickets, more conversions.
Cléa works under the name Expansion Studio. You can find his work here: https://expansion-studio.fr/