By Philip Burgess | UX Research Leader When customers interact with a product or service, their experience often hinges on how easy it is to complete important tasks. The Customer Effort Score (CES) is a simple yet powerful metric designed to measure this ease. Unlike other customer satisfaction tools that focus on feelings or loyalty, CES zeroes in on the effort customers must put in to achieve their goals. Understanding and improving CES can lead to smoother experiences, hi

By Philip Burgess | UX Research Leader Customer Satisfaction Score (CSAT) is one of the most straightforward ways to measure how users feel about a product or service. For UX teams, CSAT offers a direct line to user sentiment, helping to identify what works and what needs improvement. But using CSAT effectively requires more than just collecting scores. It demands understanding its strengths, limitations, and how to integrate it into the design process. This post explores how

By Philip Burgess | UX Research Leader Measuring user experience (UX) is crucial for creating products that satisfy and retain customers. One popular tool for this is the Net Promoter Score (NPS), a simple metric that asks users how likely they are to recommend a product or service. While NPS can offer valuable insights, it also has limitations that can mislead UX teams if not used carefully. This post explores when NPS works well for UX and when it falls short, helping you d

By Philip Burgess | UX Research Leader When users struggle with a product or service, the signs often show up in their mistakes. One of the clearest ways to spot these issues is by measuring the error rate . This simple metric can uncover major usability problems that might otherwise go unnoticed. Understanding and tracking error rate helps designers and developers create smoother, more intuitive experiences. What Is Error Rate and Why It Matters Error rate measures how often

By Philip Burgess | UX Research Leader Understanding how much time someone spends on a task often seems like a straightforward way to measure productivity or engagement. But time on task can be misleading if taken at face value. It reveals some truths but hides others. This post explores what time on task really tells you, where it falls short, and how to use it wisely. Tracking time spent on a task with a timer and notes What Time on Task Measures Time on task simply records

By Philip Burgess | UX Research Leader User experience (UX) testing aims to understand how real users interact with a product and identify areas for improvement. Among the many metrics available, task success rate stands out as one of the most direct and reliable indicators of usability. It measures whether users can complete a specific task within a product, reflecting how intuitive and effective the design truly is. This post explores why task success rate matters, how to

By Philip Burgess | UX Research Leader Choosing the right usability questionnaire can make a big difference in understanding how users experience your product. Three popular tools often come up in discussions: SUPR-Q, SUS, and UMUX-Lite. Each has its strengths and fits different research needs. This post breaks down what sets them apart and helps you decide which one suits your project best. User completing a usability survey on a tablet What Are SUPR-Q, SUS, and UMUX-Lite? B

By Philip Burgess | UX Research Leader User experience plays a crucial role in the success of any product or service. Measuring this experience accurately helps teams improve usability and customer satisfaction. One tool that has gained attention for its simplicity and effectiveness is UMUX-Lite. This post explains what UMUX-Lite is, why it works well for quick usability assessments, and how to score it correctly to get meaningful insights. Person completing UMUX-Lite survey

By Philip Burgess | UX Research Leader Measuring usability is a crucial step in designing products that users find easy and satisfying to use. The System Usability Scale (SUS) offers a quick, reliable way to evaluate usability across a wide range of systems and interfaces. This post explains how to use SUS, how to score it, and how to interpret the results to improve your product’s user experience. SUS questionnaire printed on paper What Is the System Usability Scale? The Sys

By Philip Burgess | UX Research Leader Choosing the right sample size in UX research can make or break your study’s success. Too few participants might lead to unreliable results, while too many can waste time and resources. Finding the balance is essential to gather meaningful insights that truly reflect user behavior and preferences. UX researcher reviewing user data on laptop Why Sample Size Matters in UX Research Sample size affects the accuracy and reliability of your fi

By Philip Burgess | UX Research Leader User experience (UX) research often gets judged by numbers: conversion rates, task completion times, or customer satisfaction scores. While these metrics are useful, they don’t tell the whole story. The true impact of UX research goes deeper, shaping product decisions, team culture, and long-term business success in ways that numbers alone cannot capture. This post explores how to measure the influence of UX research beyond traditional m