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 Creativity often feels like a puzzle with too many scattered pieces. When ideas flood in from brainstorming sessions, workshops, or solo thinking, organizing them can become overwhelming. Affinity mapping templates offer a simple yet powerful way to bring order to this chaos. They help you group related ideas, spot patterns, and unlock new insights. This post explores how you can use affinity mapping templates to boost your creative proc

By Philip Burgess | UX Research Leader Clear communication of findings and recommendations is essential for any report to have impact. Without a well-organized template, important insights can get lost or misunderstood. A strong findings and recommendations template helps readers quickly grasp key points and take action based on the report. This post explains how to build a practical, easy-to-use template that improves clarity and usefulness in your reports. Structured report

Keeping stakeholders informed with clear, concise updates is essential for any project’s success. Yet, many teams struggle to deliver fast, meaningful readouts that capture key insights without overwhelming busy decision-makers. A well-designed topline report template solves this challenge by focusing on the most important information and presenting it in an easy-to-digest format. This post explains how to create an effective topline report template that speeds up stakeholder

By Philip Burgess | UX Research Leader When presenting UX research findings, clarity and impact matter most. Executives often have limited time and need to grasp key insights quickly to make informed decisions. A well-designed UX research report template can bridge the gap between detailed research and executive understanding. This post explains how to build a clear, modern, and executive-friendly UX research report template that highlights essential information without overw

By Philip Burgess | UX Research Leader Discovery workshops set the foundation for any project by aligning team members, clarifying goals, and uncovering hidden challenges early. Without a clear structure, these sessions can drift off-topic or miss critical insights. Using well-designed templates helps teams stay focused, encourages participation, and captures valuable information efficiently. This guide explores essential templates that make discovery workshops productive and

By Philip Burgess | UX Research Leader Usability testing is a critical step in creating products that users find intuitive and enjoyable. Yet, without proper moderation, even the best tests can yield unclear or misleading results. A well-structured moderation guide helps testers stay focused, maintain consistency, and gather meaningful insights. This post presents a clear usability testing moderation guide template designed to improve your testing sessions and deliver actiona

By Philip Burgess | UX Research Leader User interviews are a cornerstone of generative research. They help uncover user needs, motivations, and pain points that guide product development and design decisions. However, conducting interviews without a clear script can lead to scattered conversations and missed insights. A well-crafted user interview script template ensures consistency, depth, and relevance in every session. This post explains how to build an effective user inte

By Philip Burgess | UX Research Leader Usability testing depends heavily on the quality of participants. If the wrong people take part, the results can mislead your design decisions and waste valuable time and resources. Screening participants carefully ensures you gather insights from users who truly represent your target audience. This guide explains how to screen participants effectively, with practical tips to improve your usability testing outcomes. Participant screening

By Philip Burgess | UX Research Leader User experience (UX) research depends heavily on recruiting the right participants. Writing effective screeners is crucial to ensure you gather insights from the right audience. Yet, crafting these screeners can be time-consuming and tricky, especially when you want to avoid bias and cover all necessary criteria. AI-assisted screener writing offers a practical solution by providing templates and prompts that simplify this process. This p

By Philip Burgess | UX Research Leader When conducting UX research, selecting the right participants is crucial. The quality of your insights depends on how well your participants match the target user profile. This is where screener questions come in. They help filter out unsuitable candidates and ensure you gather relevant data from the right people. Including effective screener questions saves time, reduces bias, and improves the overall success of your research. This post

By Philip Burgess | UX Research Leader Recruiting the right participants is crucial for successful user experience (UX) research. Without the right people, your findings may not reflect real user needs, leading to flawed designs and wasted resources. A well-crafted UX screener template helps you identify and select participants who truly match your target audience. This post explains how to build an effective UX screener template that ensures you recruit ideal participants ev