Probing questions to ask to understand the depths of a user problem
Uncovering User Problems: A Comprehensive Guide for SaaS Product Managers
User research is the backbone of successful product development in the SaaS industry. Conducting user interviews is a crucial aspect of this research, as it allows product managers to uncover valuable insights and identify user problems. However, knowing what questions to ask to probe deeper into these problems can be challenging. In this comprehensive guide, we will explore various scenarios and probing questions that can help SaaS startup product managers effectively conduct user research and uncover actionable insights.
Scenario 1: Customer Interview Pre-Startup
Question: "What's your experience doing sales?"
Answer: "So, I usually start by prospecting, which takes several hours, then move on to…"
Probing Questions:
- Why does it take you several hours to prospect?
- Why do you start with prospecting? (Assumptions may not always be correct)
- Could you walk me through the steps you take to prospect?
In this scenario, it's essential to delve deeper into the user's sales process to understand their pain points and challenges better. By asking open-ended questions, product managers can uncover valuable insights that can guide product development decisions.
Scenario 2: Prototype Test for a Sales Prospecting App
Task: "Find a CMO, then add them to a lead list"
Thinking Aloud: "Great, so I found a CMO, but I don't see how to create a lead list."
Probing Questions:
- What were you expecting to see?
- What do you usually do after you find a prospect?
- Where have you looked? (Some users may have different expectations or habits)
In prototype testing, it's crucial to understand user expectations and behaviors to refine the product's user experience. By asking probing questions, product managers can identify usability issues and areas for improvement in the app's functionality.
Scenario 3: User Experience Interview for a Sales Prospecting App
Question: "What's your experience been like using the app?"
Answer: "It's been good, but I was expecting to be able to export the data."
Probing Questions:
- Why do you need to export the data? What use case requires data export?
- What's your current workaround for not being able to export the data?
- In what format do you want the data exported?
Understanding user expectations and needs is essential for designing a user-friendly and intuitive product. By asking probing questions about user experiences, product managers can gather valuable insights that can drive product enhancements and feature development.
Scenario 4: Follow-Up User Interview About User Feedback
Feedback: "The app keeps crashing."
Probing Questions:
- Could you share your screen and walk me through what you did before it crashed?
- Did the crash occur on the same screen every time?
- What did you see on the screen when it crashed?
In addressing user feedback, it's crucial to investigate the root cause of the issue to provide an effective solution. By asking probing questions and gathering relevant information, product managers can identify bugs or usability issues that might be causing user frustrations.
Scenario 5: Sales Call About Upgrading to a 'Team' Account
Question: "What use case do you need the upgrade for that can't be achieved with the individual account?"
Answer: "I've just been promoted to Sales VP and need to track the prospecting activities of the salespeople I manage."
Probing Questions:
- How many salespeople do you need to track?
- What specific activities do you need to monitor?
- Do you currently use any other tools for tracking sales activities?
Understanding user needs and requirements for upgrades is vital for delivering a tailored and valuable product experience. By asking probing questions about users' specific use cases and pain points, product managers can customize solutions that meet their customers' unique needs.
Conclusion
Effective user research is essential for SaaS product managers to create successful and impactful products. By leveraging probing questions and scenarios in user interviews, product managers can gain deeper insights into user problems, needs, and behaviors. This comprehensive guide provides a roadmap for conducting user research that can drive innovation, enhance user experiences, and drive the success of SaaS startups in the competitive market.
Remember, the key to unlocking valuable insights lies in asking the right questions and listening actively to user feedback. By prioritizing user research and incorporating probing questions into your product development process, you can build products that resonate with users, drive engagement, and ultimately, achieve success in the SaaS industry.