Insights
Practical notes from measuring how people move through digital services.
Spotting Silent Abandonment in Service Journeys
When people leave without an error page, the signal is quieter — and often more expensive.
Field Struggle Signals Worth Keeping
Not every correction is confusion. Here is how to tell struggle from careful editing.
Measuring Recovery After a Failed Step
Completion rates alone hide whether people recover gracefully or give up after the first fail.
What Belongs in a Service Experience Brief
A short structure that keeps post-release writing honest without dumping event logs on stakeholders.