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One touch quantification: identify opportunities, quantify issues, prioritize.

March 1, 2022 By: Christine Tran

What if you could identify opportunities, quantify issues, and prioritize each backlog item based on revenue impact, all in real time? 

Think about the last time an executive at your organization personally experienced a problem on your company’s product. How did you respond when they reached out for answers? 

At Quantum Metric, our customers are equipped to work through this scenario quickly and efficiently. We call this capability one touch quantification.

When you have the Quantum Metric platform, it only takes seconds to determine whether the issue your executive experienced is unique to them, or representative of a larger issue. Was the problem a one time thing, or is it impacting every user on, say, your organization’s mobile app?

Enabled with this context, you can follow up quickly and accurately, and move on with your day as planned. 

How does one touch quantification work?

To get to the bottom of an executive’s issue, you can immediately pull up their individual session in Quantum Metric, locate the problem, and with a single tap, see how many of your customers also experienced the exact same issue. 

In the above scenario, the executive represents what we at Quantum Metric call the “vocal minority.” The vocal minority (usually less than 1% of customers) consists of all of the user feedback that you collect across every channel. It is the tip of the iceberg, standing in contrast to the “silent majority,” which comprises the rest of your customers base, or those who choose not to speak up when they experience an issue. Often, these customers leave your website or app without ever looking back. 

With one touch quantification, Quantum Metric helps you identify the issues surfaced by the vocal minority, and measure the impact of their issue across the entire silent majority. Ultimately, this capability ensures that your team is focused on the issues that have the greatest customer impact.

So what does this look like in practice? Let’s dig a little deeper. There are three key components. 

Identify opportunities. 

Often, Voice-of-customer (VoC) feedback coming in from the vocal minority offers a strong point of view, but lacks context on what actually happened. They might say something like, “I can’t complete my order. This is confusing! HELP.”

When you pull up this customer’s session in Quantum Metric, the underlying issue will be identified automatically (no preconfiguration necessary). With more than 60 indicators immediately tracking out of the box, both behavioral and technical issues are captured in real time.

And if you want to better understand and empathize with your customers, you can step into their shoes by watching a session replay of the session. This way, you can actually visualize what design features or technical problems stopped your customer from converting.

identify opportunities, quantify, prioritize

Quantify each issue.

Once the issue is identified, the “see more like this” button will allow you to see how many customers also experienced that same issue across 100% of your customer sessions. Some examples of common issues include rage clicks, JavaScript errors, and slow API calls. 

Next, the Quantum Metric platform performs a root cause analysis that groups the common traits of the most heavily impacted segments. For example, maybe this issue only occurs for mobile web users on an iPhone running Safari.

The platform measures impact in terms of actual revenue loss. We calculate this figure with our patented algorithm, which infers opportunity cost based on funnel stage, abandoned cart value, and conversion rate change. To best approximate the revenue loss incurred by each problem, Quantum Metric compares those numbers with the revenue generated by customers that took the same actions but did not experience the issue.

Prioritize each backlog item. 

So what’s the take away from all of this?

Sure, acting on feedback from the vocal minority can be helpful for identifying opportunities. But you can also identify, quantify, and prioritize issues, all without relying on any customer feedback.

The Opportunities view in Quantum Metric provides another starting point. There, you can see a stack-ranked list of the most impactful issues currently affecting your site or app. 

One advantage of the opportunities view is that you can catch problems as they arise, in real time. What if you want to see all of the issues impacting your site or app, before a customer reports them? With opportunities, you can catch problems as they arise. With Quantum Metric’s real-time revenue impact, prioritizing the most impactful opportunities is easy and straightforward. 

Overall, the speed and efficiency of this identify, quantify, prioritize workflow dramatically reduces time spent determining priorities, especially when compared to a manual quantification approach.

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Democratize access to information with Quantum Metric.

Quantum Metric is built for all teams, including IT/Ops, marketing, sales, customer experience, product, and others. 

The one touch quantification process democratizes across the organization. Everyone from product managers to executives can quantify a problem within seconds, and understand how that problem impacts the digital customer experience. 

Introducing Find & Design.

You might be asking yourself, “Is one touch quantification just for Find & FIx?”

These features will eventually enable you to shift from a find-and-fix mindset, to a find-and-design approach to building digital products.

One touch quantification can be based on any goal you define.

It’s not just for solving problems or addressing pain points. One touch quantification can help your team innovate their design process by embracing a method we call Find & Design

As a product or UX leader, you may want to know how many users are engaged with a new feature in a certain way. Using Quantum Metric, you can take that action yourself, then jump to your own replay, and tap “see more like this” to discover how popular that same action is across your entire customer base.

Who uses one touch quantification?

Leading organizations like US Bank, Under Armour and CVS use one touch quantification. 

See how Lululemon uses one touch quantification in this video.

“It’s been a multi tens of millions dollar impact for us,” Danny Ryder, Chief Digital Officer, Lululemon

Interested in Learning More?

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