Why usability is the real growth engine of a SaaS product

In B2B SaaS, especially in cybersecurity, there’s a common instinct to lead with features. You build for technical buyers, prioritize enterprise checklists and assume more capabilities lead to more value.

But more functionality can sometimes create more friction. Complexity slows adoption and confusing setup leads to the platform becoming shelf-ware. And when users can’t intuitively operate the tools meant to protect them, security risks multiply.

At MIND, we’ve learned that simplicity isn’t the opposite of advanced features, it’s what unlocks them. A product that delivers immediate value, without onboarding hurdles or lengthy documentation, builds trust from day one. When users can navigate on their own, without relying on specialists or support, they engage more deeply. And that’s when DLP starts to work as intended.

That’s why we made usability a core product principle, not a polish phase or a post-launch fix. We treat simplicity as a growth-driving feature.

Smart defaults play a key role in delivering early value. Most users never modify settings, so we designed our out-of-the-box experience to serve 80% of use cases with no configuration required. Every decision is shaped by that mindset. Before building anything new, we ask: will this create friction? If the answer is yes, we reconsider. Sometimes we hide complexity behind advanced settings and other times, we eliminate the feature entirely.

We also know that powerful tools need intuitive access. That’s why our AI assistant exists to bridge the gap between intent and execution. Users can describe what they want in plain language, and the system interprets and responds accordingly. But we don’t rely on AI as a magic solution, it’s grounded in clear logic, fallbacks and controls. We also test relentlessly with real users. If someone gets stuck, confused or slows down, we refine the design. Our goal is always the same: to create clarity without compromise.

1. Build for 80%, not 100%
   Prioritize the most common use cases. Make sure those users who need that use case succeed quickly. Advanced needs can be served, but they shouldn’t weigh down the experience for everyone else.
2. Measure usability like a feature
   We track time-to-value. We measure how many customers succeed without changing defaults. We review the volume of support tickets tied to core flows. Usability isn’t subjective, it’s measurable.
3. Design around user outcomes, not features
   Instead of starting with functionality, we map the journey. What’s the user trying to achieve? How can we reduce steps, friction and context-switching along the way?
4. Watch users fail and then fix it
   Failures are feedback. We observe users trying to complete tasks. If they stumble, it’s not a user error, it’s a design opportunity.
5. AI is powerful, but not magic
   It should reduce cognitive load, not introduce new ambiguity. We use it to streamline, guide and educate, without replacing thoughtful design.

Usability isn’t just about aesthetics, it’s about impact. It drives faster implementation, increases retention and reduces support costs. It amplifies the value of every feature you ship. In fast-moving organizations, this can be the difference between a product that earns trust and one that gets replaced. Customers aren’t asking for more features. They’re asking for fewer obstacles.

Usability is how you deliver that.