Industry Overview
SaaS churn is often a UX problem. Users who cannot understand your product in the first session never return. Research-led design fixes the onboarding, activation, and retention leaks.
High onboarding drop-off, feature bloat reducing discoverability, multi-role user bases with different needs, low feature adoption, and churn driven by perceived complexity rather than lack of value.
Users need to reach their first value moment quickly, understand which features solve their specific problem, and complete complex tasks without needing to read documentation or contact support.
Product-led growth depends entirely on UX. Research shows that 40–60% of SaaS users churn within the first 90 days. Fixing onboarding and core workflow UX is the highest-ROI investment a SaaS product can make.
Our Services
Every service is tailored to the specific user needs, compliance requirements, and business goals of SaaS products.
User interviews, session recordings analysis, activation funnel review, feature usage mapping, and Jobs-to-be-Done research, understanding exactly where your product loses users and why.
Progressive disclosure onboarding that gets users to their first value moment fast, personalised paths, contextual tooltips, empty state design, and activation checkpoint flows.
Full UI/UX design for complex B2B features, multi-role workflows, settings architectures, bulk action patterns, and permission management that scales from SMB to enterprise.
Data-dense analytics dashboards and reporting interfaces that help users understand their data at a glance, with clear information hierarchy and progressive disclosure of complexity.
Token-based component libraries that keep your product visually consistent across every feature and tier, accelerating development and reducing design debt as you scale.
Moderated sessions with your actual users, validating new features, testing onboarding flows, and measuring whether design changes actually reduce friction before they ship.
Why UX Pacific
Research rigour, industry context, and senior-led execution on every project, so your design works for real users and real business goals.
Every decision is grounded in real user evidence, interviews, usability tests, behavioural data, not assumptions or visual preference.
We understand the compliance requirements, user expectations, and competitive landscape specific to SaaS, not just design principles.
WCAG 2.1 AA compliance and inclusive design are built into every project from the start, not audited in at the end.
Token-based component libraries that keep your product consistent at scale and help your engineering team move faster with confidence.
We tie every design decision to conversion, retention, and engagement goals, so every deliverable moves a metric, not just a pixel.
Every engagement is led by a senior UX strategist from discovery to delivery. No work passed to juniors or offshore teams.
How We Work
A structured, transparent six-stage process, from first brief to developer handoff, that eliminates guesswork and delivers measurable results.
Align with stakeholders to surface business goals, user needs, and constraints before assuming any solution.
Stakeholder WorkshopsUser interviews, usability sessions, surveys, and competitive audits to gather evidence, not opinions.
User Interviews · Usability TestsRaw data becomes structured insight, pain points ranked by impact, opportunities identified, findings documented.
Insight Reports · Journey MapsWireframes and high-fidelity UI screens built directly from research, accessible, responsive, and brand-aligned.
Wireframes · UI Screens · PrototypesModerated usability testing on real prototypes identifies friction before development begins, saving costly rework.
Prototype Testing · IterationOrganised Figma files, design tokens, annotated specs, and export-ready assets, everything your team needs.
Dev Handoff · Design TokensGet Started
Share your product and we will give you an honest review, what is working, what is losing users, and exactly what to fix first.
Designing Experiences, Not Just Interfaces
