Product Experience Tracker

Method suitability

Study type

Field studies
Lab studies
XOnline studies
Questionnaire

Development phase

Concepts
Early prototypes
Functional prototypes
XProducts on market

Studied period of experience

Before usage
Snapshots
XAn episode
Long-term UX

Evaluator / Info provider

UX experts
XOne user at a time
Groups of users
Pairs of users

Data

XQualitative
XQuantitative

Applications

XWeb services
PC software
Mobile software
Hardware designs
Other:

Requirements

XTrained researcher
XSpecial equipment

Summary

"Immediately" after real-world product use, a survey is sent to a subset of customers. The survey captures a number of self-stated experiential metrics: likelihood-to-recommend, satisfaction, occurrence(?) of product, etc. By periodically running this survey, we can observe how changes in the (web-based) product affect the customer experience.

Description

Survey sent "immediately" (e.g. minutes, hours, or even a few days) after product use. We currently send survey monthly, but any frequency is possible. Reporting looks specifically at changes over time.

Strengths

- Pick up on trends before they become crises
- Provides concrete experiential goals for business

Weaknesses

- Cannot be used as a predictive tool because of sample sizes
- Only applies to live products
- Participant selection can affect results

References describing the method

NPS (Net Promoter Score) literature (e.g. Frederick Reichheld)

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