GUIDE

20 Probing Questions to
Measure User
Experience Across
All Business
Scenarios
Measuring UX: 4 Pre-Measurement Factors & 20 Questions to Ask

Four Essential Factors to Benchmark

Your Approach Prior to Measurement

1 How to Collect Feedback

Here are five key approaches to gather feedback and drive iterative improvements.

Feedback Collection: Implement User Suggestions: Encourage users Bug Reporting: Establish a streamlined
easy-to-use feedback mechanisms to share ideas and suggestions on process for users to report bugs and
within your product to gather how to improve the product through technical issues, ensuring prompt
valuable insights directly from users. a dedicated forum. resolution and a smooth user experience.

Active Listening: Regularly review Iterative Improvements: Utilize

and analyze user feedback, collected feedback to drive continuous
attentively listening to their product enhancements, incorporating
suggestions, concerns, and bug user suggestions and addressing
reports. reported bugs in future updates.

2 How to approach measuring UX?

Outcomes are the desired result or impact of a
product, while outputs are the features or
3 When is the right time to measure
your product's UX?
Take the continuous discovery approach
deliverables produced by the product team.
Continuous discovery is a product development
Focusing solely on outputs can result in wasted methodology that emphasizes ongoing learning and
effort and failed products. Here's a better way to iteration through user feedback and data analysis.
approach this:
It involves gathering insights continuously to inform
the design and development process.
Define the problem and the user behavior
around the problem first.

Next focus on what you can do to change

this behavior to drive desired results.

4 What to focus on while measuring?

KPIs Vs. UX metrics
While both KPIs and UX metrics are important for
measuring product success, measuring KPIs alone can
sometimes become too output-driven. To overcome this

Over-reliance on KPIs will only help you achieve You need to regularly evaluate both KPIs
short-term revenue goals. and UX metrics.

While ignoring KPIs may lead to a lack of focus Identify areas of overlap and adjust
on business goals. strategies as needed.

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20 Must-Ask Questions for Assessing
The UX Of Your Enterprise Products

Objective 1 Alignment with Business Goals

Questions To Ask Metrics to Measure

Question 1
To identify this, you need to measure three things

Task efficiency: Measure the time taken by users to complete critical

Can users complete their tasks within the system. It reflects hidden issues among the workflows
tasks accurately? and potential areas of improvement.

Error Rates: Track the frequency and severity of user errors within the
system. Lower error rates indicate improved usability and reduced
frustration.

Support Requests: Monitor the volume and nature of support requests

related to the system. A decrease in support requests can indicate
improved UX.

Question 2 To identify this, you need to measure

How does UX impact my User Adoption Rate: Measure the rate at which users adopt your
product and actively engage with it. Higher adoption rates
product's user adoption demonstrate the system's ability to meet user needs.
and engagement?
User Retention: Track the percentage of users who continue to use
the system over time. Higher retention rates indicate a positive user
experience that provides value.

Question 3 To determine this, you can conduct

Differentiation assessment: It involves conducting user interviews or

Does your product's UX surveys specifically focused on perceived differences, strengths, and
provide you a competitive weaknesses compared to your competitors.
advantage?
Feature Comparison: Evaluate the features and functionalities of your
application against competitors' offering.

Market Share: Track your market share and assess your competitive
position relative to other players in the industry.

Question 4 This can be measured by tracking metrics such as

User Segmentation: Analyze how users are segmented based on

Is your UX aligned with demographics, behaviors, or preferences to enable personalization.
your target users' needs
and preferences? Personalization Effectiveness: Measure user engagement,
satisfaction, or conversion rates for this personalization.

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Objective
Objective2
2 Usability and Accessibility

Questions To Ask Metrics to Measure

Define and identify

Question 1
Task success rate: It represents the percentage of participants who were
Can users accomplish the able to complete a specific task successfully.
tasks they set out to do? To calculate the task success rate, you can divide the number of
successful attempts by the total number of attempts and multiply by 100.

Determine the task completion time through

Question 2
Average Completion Time: Calculate the average time it takes for users
How quickly can users who successfully complete a task.
accomplish key tasks?
Mean Time to Failure: Calculates the average time it takes for users to
give up or complete a task incorrectly.

Average Time on Task: Calculate the total average time that all users
spend on a task, regardless of whether they complete it successfully or
not. It will help identify tasks that take too long to complete, causing
frustration or confusion among users.

Question 3
Calculate the error rate: This can be measured by dividing the total
number of errors made by users by the total number of attempts made.
What are the most common
user pain points? A high error rate is an indicator of usability problems.

Question 4 Evaluate your product’s navigation and ease of use through

Heuristic evaluation.
Do users struggle to find It is a method of assessing the usability by applying a set of
what they need? established usability principles or heuristics. Each heuristic is
typically rated on a scale of 0 to 4, with 0 indicating a severe
usability problem and 4 indicating excellent usability
How can we optimize
Rate the product or service based on how well it adheres to
navigation for a better user the following heuristics.
experience?
Visibility of system status

Are there any features or Match between system and the real world

functionalities that users User control and freedom

find challenging to use?
Consistency and standards

Error prevention

Recognition rather than recall

Flexibility and efficiency of use

Aesthetic and minimalist design

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Objective 3 Engagement Metrics

Questions To Ask Metrics to Measure

To assess this, you need to measure

Question 1

Bounce Rate: Measure the percentage of users who leave the application
How hooked users are after visiting only one page or without taking any further action.
with your digital � A high bounce rate suggests a disconnect or lack of engagement.
product? � Identify the causes of high bounce rates and implement strategies to
reduce them.

Drop-off Rate: Analyze the percentage of users who abandon specific

stages or tasks within the application.

� This helps identify pain points and areas that need improvement to
reduce user drop-off.

Click-through rates: Measure the percentage of users who click on

specific elements within the application.

� This helps assess the effectiveness of design and user interface

elements.

System Utilization: Assess the frequency and depth of system usage.

Higher utilization rates indicate strong alignment with user needs and
business goals.

� You can track metrics like the number of logins, feature usage, or time
spent within the system.

Question 2
Analyze user behaviors, demographics, or user patterns, to identify
Which user segments are specific user segments that show higher engagement.
more engaged than others?

Question 3 This can be done through

Are there any barriers in � Analyzing user feedback, analytics, or usability testing.

the user journey? � Measure the user task abandonment rate. High abandonment rates
may indicate UX issues, frustration, or lack of alignment with user needs.

Question 4 Determine the most common user paths or workflows within the
application.
What are the most
Analyze how users navigate and interact with different features.
popular user paths?
Optimize user paths and streamline workflows, based on the findings.

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Objective 4 Adoption

Questions To Ask Metrics to Measure

To determine this, you can measure multiple metrics, including

Question 1
Seven-day Active Users: Measure the number of unique users who
How often users are actively engage with the application within a seven-day period.

using my product?
Usage Frequency: Measure how often users are utilizing your product.

Product Access: Monitor the number of users accessing the product

within a specified time frame.

Average Time Spent with Product: Calculate the average amount of time
users spend actively using the application during each session.

Question 2 To accurately gauge your product’s onboarding experience,

you can measure
How is the Onboarding Activation Rate: Measure the percentage of users who successfully
Experience? complete the activation process and start using the application.

Drop-off Rate: Track the percentage of users who abandon the

onboarding or registration process before completing it.

Question 3 To identify this, you can measure the following metrics

Feature Adoption: Monitor the adoption rate of new features or updates

Which features within your product. If users quickly embrace and actively use new
are users using? features, it suggests that they are hooked and eager to explore what
your product offers.

Feature Adoption Rate: Determine the rate at which users adopt and
utilize specific features within the application.

Question 4 Evaluate your popular features’ interaction rates. Gain an understanding

of how users are utilizing specific features.
How are they Utilizing This metric helps identify user workflows, behaviors, and patterns within
Specific Features? your application, which can inform usability improvements and feature
enhancements.

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Objective 5 Retention and Loyalty

Questions To Ask Metrics to Measure

Question 1 Define what actions and activity levels constitute product use and
measure the user retention rate through
How many users keep Tracking and monitoring user activity: Determine whether users are
using your product? actively using your product or not.

Number of users: How many users return to your product, and how
often they return.

Question 2 You’ll need to determine a customer’s life cycle with your

product/company.

What is your customer To determine this, use the AARRR Framework, by Dave McClure, a
lifetime value (CLV)? Silicon Valley investor. It will help you track

A Acquisition: What channels do new users

come to a product from?

A Activation: What percentage of new users have a

satisfying initial experience?

R Retention: Do users continue to come back over time?

Referral: Do users like the product enough to

R recommend it to their friends?

R Revenue: Can user behavior be monetized?

There is also a variation of the AARRR Framework called RARRA,

which prioritizes Retention over Acquisition.

Question 3 It can be tracked in various ways.

Satisfaction surveys: Surveys allow companies to ask customers

Where do you stand in questions that gauge their happiness levels.
terms of customer
satisfaction and loyalty? CSAT (Customer Satisfaction Score): At the end of surveys, many
companies obtain this score by asking users to rate their overall
satisfaction on a scale from 1-5.

CES (Customer Effort Score): CES is found by asking users to rate their
effort levels.

Question 4
NPS (Net Promoter Score): NPS is calculated by asking users how likely
they are to recommend you on a scale from 1-10.
How likely are users to
recommend your products? System Usability Scale (SUS): Comprised of a ten-item questionnaire,
with five response options for respondents (ranging from Strongly Agree
to Strongly Disagree), you can use SUS to gather subjective information
which NPS cannot provide.

Interpreting SUS scores is a bit complex. The participant’s scores for

each question are converted to a new number, added together, and
then multiplied by 2.5 to convert the original scores of 0-40 to 0-100.
This is then used to produce a percentile ranking.

� SUS score above 68 is considered above average

� Anything below 68 is below average.

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Fostering a UX-Centric Culture for Continuous
Improvement and Revenue Generation

Building a UX-centric culture is an ongoing effort that requires continuous dedication. When
measuring UX metrics becomes a part of your organization's DNA, it fosters a user-centric mindset
among your teams. Everyone becomes more attuned to user needs, more responsive to feedback,
and more committed to delivering exceptional experiences.

Measuring UX metrics continuously and fostering a user-centric culture in your organization bring
significant business benefits, including

Data-Driven Insights: Continuous measurement enables you to make informed decisions and
prioritize improvements that have a direct impact on user satisfaction.

Iterative Optimization: Regularly measuring UX metrics allows you to identify areas for
improvement and track the impact of changes over time.

Proactive Issue Resolution: Continuous measurement helps you address issues early on,
preventing them from becoming major problems.

Remember, designing frequent measurement cycles ensures continuous improvement and drives
revenue generation through enhanced user experiences.

Did we miss anything?

What are some metrics or frameworks that you use to measure the user experience of your
enterprise products?

Let us know via email or through our social media channels. Your feedback is essential in helping us
improve and refine our approach to measuring UX metrics.

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About Koru UX Design
We are an Enterprise UX design agency, focusing on creating a positive, powerful and
pleasurable impact on workplaces.

Our services include UX Research and Strategy, UX and UI development, and Front-end
Development on complex enterprise systems like ERP, EMR, CRM, and other SaaS applications
across web and mobile platforms.

We’re on a passion-driven quest to bring the finesse of consumer-grade UX to enterprise

applications and transform the way the world works, making it delightful and efficient for all.

Koru UX Inc.
859 Willard Street, Suite 400,
Quincy, MA 02169

Koru UX Design LLP.

www.koruux.com 6/8, Kumar City, Kalyaninagar,

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Pune 411014