Completion rate tells you whether users got through. It doesn’t tell you whether they understood, felt confident, or trusted the service. Here are the UX metrics that can capture what completion rate misses.
Recovery paths in digital services are often undertreated as edge cases. Here’s how to design correction, return, and error recovery so they work as well as the main journey.
When digital services don’t explain what just happened, users fill the gap themselves and they usually assume the worst. Here’s how to make invisible system behaviour legible.