Measuring the User Experience and the Impact of Effort on Business Outcomes
summary
Proposes an aggregate User Effort Index that weights measurable friction (errors, repeated clicks, long time on task) and uses correlations and predictive models with feature importance to link effort to outcomes like abandonment and conversion; implements the index as an A/B test guard rail, uncovers blind spots in data collection, flags high-friction journeys for personalization or simplification, and shows business impact (example cited: market share shift from 40% to 6% for Blackberry) so teams can prioritize fixes.
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chapters (15)
- 0:00Measuring user experience
- 1:49Why effort matters
- 3:52Limitations of UX metrics
- 6:20Business impact of poor UX
- 9:12Measuring effort with data
- 11:38Friction versus business outcomes
- 13:02User Effort Index
- 15:08Improving UX with metrics
- 18:42Effort insights for product
- 19:45Blackberry vs iPhone case
- 20:30Q&A on accessibility
- 24:21Career advice for UX analysts
- 25:46Maggie’s analytics journey
- 27:08AI in future analytics
- 28:32Closing remarks
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