CES
Customer Effort Score (CES) is a metric that measures how much effort customers have to put in to interact with a product or service. Crucial for identifying friction points and improving user experience in digital products.
9 topics found for:
“interaction friction”
Interaction Cost
The effort required for users to complete a task or interaction within a system. Essential for optimizing usability and minimizing user effort.
User Flow
The path taken by a user to complete a task on a website or application, including all the steps and interactions along the way. Essential for designing intuitive and efficient user experiences.
Sludge
Any process or administrative barrier that unnecessarily complicates transactions and creates friction, discouraging beneficial behaviors. Important for identifying and eliminating unnecessary obstacles that hinder user experiences.
Microcopy
Small bits of text in user interfaces, such as instructions, labels, and error messages, that help guide users through interactions. Essential for enhancing user experience and providing clear guidance.
Journey Mapping
A technique that visualizes the process users go through to achieve a goal with a product or service. Essential for identifying pain points and optimizing user interactions to improve overall experience.
Anticipatory Design
A design approach that predicts user needs and actions to deliver proactive and personalized experiences. Crucial for creating seamless and intuitive user experiences.
Friction
Elements in a process that cause resistance or slow down user actions, which can lead to frustration or be used intentionally to prevent errors and encourage deliberate actions. Important for recognizing both the negative impact of unnecessary delays and the positive use of intentional friction to enhance user decision-making and reduce errors.
Seamless Integration
The process of combining different systems or components in a way that ensures they work together smoothly and efficiently without disruptions. Essential for providing a cohesive user experience and ensuring the reliability of complex systems.