How do UX designers approach audits for established SaaS products?
Hello everyone,
I’m relatively new to UX/UI design, and most of the freelance projects I’ve worked on were either SaaS products built from scratch or early-stage products needing redesigns. Until now, my process has mainly been based on competitor analysis, UX principles, and product reasoning.
Recently, I got hired to do a UX audit and redesign for a more established SaaS product with existing users, and it’s my first time working in this kind of context. I’m trying to understand what the real-world UX process looks like here.
Should I start by asking for analytics, heatmaps, session recordings, support feedback, or other user behavior data so the audit becomes more data-informed? Or is it still common to rely mostly on heuristic evaluation and UX reasoning?
I’d really appreciate advice from people who’ve worked on established SaaS products and how they usually approach identifying problems and deciding on UX solutions.