Unlocking User Needs: Mastering Abstraction in SaaS Product Design

Demystifying SaaS Requirements: How to Extract Meaning from Complexity

As SaaS product managers, we often grapple with complex user needs that require careful analysis and translation into actionable solutions. This can be especially challenging when dealing with issues like absenteeism or overtime management – areas where seemingly simple requests can hide deeper complexities.

This blog post explores a practical framework for dissecting complex SaaS requirements, using two case studies as examples.

Case Study 1: Addressing Absenteeism During Market Downturns

Imagine a scenario where a company faces market fluctuations and needs to temporarily halt operations. This presents multiple layers of requirement:

• Surface Level: The need for an efficient system allowing employees to request leave in bulk, streamlining the process.
• Second Layer: The desire for automated connection between leave requests and attendance records, ensuring accurate tracking during downtime.
• Third Layer: The essential need to maintain employee salaries at a reduced rate (e.g., 70%) during the layoff period, balancing cost reduction with employee retention.
• Core Need: Finding a long-term solution for managing workforce costs and retaining talent in response to market volatility.

Solutions:

1. Short-Term: Improve existing leave request processes by enabling bulk requests and simplifying operations.
2. Mid-Term: Develop a system feature that automates the connection between custom leave approvals and attendance records.
3. Long-Term: Design and implement a comprehensive "work stoppage without salary interruption" program to safeguard employee benefits.
4. Strategic: Introduce a flexible work hour system, allowing for adjustable work duration based on periods. This helps manage costs while maintaining workforce stability.

Case Study 2: Simplifying Overtime Management

Overtime management in HR SaaS systems can be complex, involving various factors like overtime types, scheduling, compensation, and regulations. When faced with unmet needs in this area, we need to analyze the situation thoroughly:

1. Requirement Analysis: Break down complex requests into granular components, categorizing them based on factors like overtime source, mode, location, type, time/break duration, compensation method, clock-in rules, overtime limitations, and exclusions. Add key descriptions for each component.

2. Abstraction Design: Visualize the abstracted requirements using a comprehensive diagram that depicts the iterative progress of different needs.

3. Prioritization: Based on the volume, urgency, and resource availability, prioritize the identified requirements using either a "big picture" or "incremental" approach to implementation.

Key Takeaways:

1. Dig Deep with the Five Whys: When analyzing a need like mass leave requests, delve deeper by asking: What triggers this need? What situations necessitate temporary shutdowns? Why maintain 70% salary during downtime? Understand the root causes for effective solutions.

2. Ground Reality in Dialogue: During customer communication, avoid getting lost in hypothetical scenarios. Use these three questions to anchor conversations in reality:

   • How do you currently handle this situation?
   • Approximately how many employees/users are involved?
   • How frequently is this needed? (Daily, weekly, monthly?)

3. Differentiate Needs from Solutions: Remember that a solution might not be the true need. For example, in Case Study 1, the need might not be bulk leave requests but rather addressing temporary workforce adjustments during market downturns.

4. Strive for Optimal, Not Perfect: Aim for the best possible solution considering all stakeholders' interests and balancing costs and benefits.

5. Embrace Abstraction: Use keywords like "scenario," "process," "rule," and "mode" to analyze and categorize requirements. Visualize these abstractions through diagrams or tables to gain a clearer understanding of complex needs.

By mastering the art of abstraction, we can transform seemingly daunting SaaS requirements into actionable insights that drive product development and deliver real value to users.