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.
9 topics found for
“interaction friction”
Interaction Cost
The effort required for users to complete a task or interaction within a system.
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.
Sludge
Any process or administrative barrier that unnecessarily complicates transactions and creates friction, discouraging beneficial behaviors.
Microcopy
Small bits of text in user interfaces, such as instructions, labels, and error messages, that help guide users through interactions.
Journey Mapping
A technique that visualizes the process users go through to achieve a goal with a product or service.
Anticipatory Design
A design approach that predicts user needs and actions to deliver proactive and personalized 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.
Seamless Integration
The process of combining different systems or components in a way that ensures they work together smoothly and efficiently without disruptions.