CPD Signal Awards 2026 - Sample Responses
CPD Pioneer
- How have you established a data-centric approach to digital product design within your business? How has this improved upon your previous methods?
At my company, a data-centric approach forms the core of our digital experience teams. We've achieved this by empowering a cross-functional team of Quantum Metric users from various departments to continuously collect and analyze user behavior to ensure that we are always delivering amazing digital experiences for our customers. This real-time, comprehensive data allows us to visualize user sessions, quantify issue impact, and proactively identify opportunities. Previously, our digital teams were very siloed and were not aligned on priorities. Now, our decisions are informed by a holistic view of the customer journey, eliminating guesswork and accelerating our product iterations. We have monthly "mastermind" meetings that consistently yield a rich pipeline of strategically aligned initiatives. This has led to increased confidence across teams and accelerated success in our product development. - In what ways does your team foster collaboration and break down barriers between departments when building products? How has this strengthened your company's overall culture?
Our commitment to a data-centric approach naturally fosters unparalleled collaboration across departments. We've actively dismantled traditional silos by instituting cross-functional "mastermind" meetings where Product, Engineering, Marketing, CX, and UX teams converge, not just to share updates, but to collectively analyze data and co-create solutions. This isn't about one team dictating to another; it's about leveraging shared insights from Quantum Metric to identify pain points and opportunities together. For example, a significant drop-off identified by our CX team might spark an immediate discussion with engineering on backend performance, or a marketing trend could directly influence a UX design iteration. This constant, data-informed dialogue has cultivated a profound shift in our company culture. We now operate with a unified sense of purpose, where every team understands and contributes to the holistic customer journey, leading to increased agility, shared ownership, and a highly cohesive and innovative environment. - Provide an example of a project where your data-driven approach led to positive outcomes. How did this ultimately benefit your customers and the company's bottom line? Feel free to mention any tools, including Quantum Metric, that helped you accomplish your goal.
One recent project where our data-driven approach delivered significant positive outcomes was the optimization of our new customer onboarding flow. Using Quantum Metric, we observed through session replays and frustration signals that a substantial number of new users were dropping off during initial account setup, especially on mobile. While we initially suspected lengthy forms, Quantum Metric revealed a specific technical error during an API call validation that was causing the abandonment. This insight allowed our product and engineering teams to quickly collaborate, pinpoint the precise backend issue, and deploy a fix within two weeks. Real-time monitoring with QM confirmed a 22% reduction in mobile onboarding drop-off rates, translating directly to a 15% increase in new customer activations. This not only provided our customers with a smoother, frustration-free sign up experience, but also measurably boosted our bottom line through increased successful conversions, demonstrating the immediate ROI of our data-driven methodology. - Please summarize your submission in your own words, as if you were explaining it to a peer.
Our data-centric approach, powered by Quantum Metric, has fundamentally transformed our digital product design. By empowering cross-functional teams to continuously analyze user behavior, we've replaced guesswork with real-time insights, significantly accelerating product iterations and fostering a unified, collaborative culture. This approach has led to tangible successes, such as optimizing our customer onboarding flow; by identifying and resolving a critical technical error through QM, we achieved a 22% reduction in mobile drop-offs and a 15% increase in new customer activations. This not only improved the customer experience but also directly boosted our bottom line through increased conversions, demonstrating the clear ROI of our data-driven methodology.
Insight Sleuth
- Please share 3-5 examples of times that you used Quantum Metric or a similar digital analytics tool to find customer friction on at least one of your digital properties.
As a large bank with Quantum Metric deployed across both our website and mobile app, we leverage it daily to pinpoint customer friction across all our digital properties. Here are a few examples where QM helped us quickly identify and resolve significant issues:
-Credit Card Application Page Error: A QM error alert immediately notified us of user frustration on our Credit Card Application page. Session replays showed users repeatedly "rage clicking" the "Submit" button with no response. This alert allowed our team to diagnose and deploy a fix within an hour, preventing widespread application abandonment.
-Mobile App Login Spinner: We received an alert triggered by a high volume of mobile app users encountering an endless loading spinner after login. Instead of reaching their banking dashboard, they faced a perpetual loading screen, leading to major frustration and a surge in Call Center inquiries. QM enabled us to see the exact user experience and prioritize a rapid resolution.
-Apple Pay Broken at Checkout: Our team detected an API 500 error in our mobile app that told us Apple Pay was not functioning at checkout. This issue impacted 18% of sessions and caused a significant drop in conversion rate. Our team was able to quickly pinpoint the issue using Quantum Metric and deployed a fix within 3 hours, recovering $222,000 in revenue. - How would you have identified this friction without Quantum Metric or your chosen digital analytics tool?
Prior to Quantum Metric, identifying such friction would have been significantly slower and less precise. We would have primarily relied on Voice of Customer data, such as customer complaints or feedback forms, which are reactive and often lack the granular detail needed for quick diagnosis. It would have taken much longer to understand the true scope and impact of an issue, and we would have lacked the crucial visibility into actual customer sessions, forcing our team to spend valuable time trying to manually replicate reported problems. - How did you use the digital analytics tool to quantify the impact of the customer friction and identify the solution?
Referring to the Credit Card Application issue, QM's alerts and event tracking were critical for quantification. We immediately saw that the "Submit" button malfunction was impacting a staggering 37% of all users attempting to apply for a new credit card. By watching session replays of these impacted users, we quickly understood the exact nature of the problem: the button simply wasn't working. This clear visibility into the issue's scope and severity allowed us to accurately triage it as a high-priority fix, ensuring our team focused resources where they would have the greatest immediate impact. - How did you implement a solution to the diagnosed customer friction? What was the outcome of this solution implementation?
Using the precise insights from Quantum Metric, our team quickly identified that a specific JavaScript error was preventing the "Submit" button from functioning correctly. With this clear diagnosis, our developers were able to resolve the error and deploy the fix within an hour. Following the solution implementation, we observed a remarkable 76% increase in conversion rates on our Credit Card Application page, directly attributable to eliminating this critical friction point. - Please summarize your submission in your own words, as if you were explaining it to a peer.
Our achievements include using Quantum Metric to rapidly identify and address a critical credit card application error that affected 37% of users, leading to a dramatic 76% increase in page conversion rates. This has elevated the customer experience on our site through measurable improvements in key business metrics.
Digital OKR Champion
- What are your team's main goals and success metrics? How are you tracking your progress towards these goals using Quantum Metric or a similar digital analytics tool?
As a retail company with multiple digital properties, our primary goal across our product management organization this year is to successfully transition our business from one-time purchases to a subscription service. To achieve this, our immediate focus is on significantly improving the enrollment process for our new subscription service. To track our progress and ensure success, our key metrics include: the number of new enrollments for the subscription service, page abandonment rates within the enrollment flow, and overall site traffic directed towards subscription pages.
We then translate these digital metrics into their direct impact on the revenue generated from our subscriber base over the upcoming six months. To monitor these goals in real-time, we've established dedicated Quantum Metric dashboards that visualize these specific metrics. We've also configured automated QM alerts that notify our team via email if any of these metrics spike or drop beyond their established baselines, ensuring we can immediately address any anomalies or opportunities. - Describe the strategy your team employs to ensure that you're actively moving towards your objectives and key results.
Our strategy for achieving our subscription growth objectives is rooted in a continuous, data-driven understanding of customer behavior. A core part of this involves frequently diving into Quantum Metric session replays to observe the actual experiences of customers who visit our subscription pages. We pay attention to both those who successfully enroll and those who abandon the process. This allows us to identify critical patterns, points of friction, and key differences in behavior between these two groups. We also leverage QM's Journeys feature to map common user paths, segmenting audiences based on their interactions and behaviors related to the subscription service. This granular insight enables us to build targeted product improvements and marketing initiatives designed to encourage desired behaviors and actively move us closer to increasing our subscription base. - Please share 3-5 examples of positive results you've achieved by using Quantum Metric or a similar digital analytics tool to improve or meet your business goals.
Using these Quantum Metric features we've seen the following results: Increase in subscription services by 13%, a decrease in sign up abandonment by 3%, internal teams are able to find and fix errors in only 1 day, compared to 1 week prior to setting up the tracking of these key objectives in QM, and overall revenue from subscribed users is up by 28%, and the total amount of revenue of the business that is generated by subscribed users is up by 5%. This shows us that the subscription product is really bringing in and keeps customers coming back. - Please summarize your submission in your own words, as if you were explaining it to a peer.
Our company is focused on transitioning to a subscription service, with a primary goal of improving the enrollment process. We track progress using Quantum Metric dashboards for new enrollments, abandonment rates, and traffic, alongside alerts for anomalies. Our strategy involves deep dives into QM's session replays and Journeys feature to understand customer behavior, identify friction, and inform targeted improvements. These data-driven efforts have yielded significant business results, including a 13% increase in subscription services, a 3% decrease in signup abandonment, and a drastic reduction in error resolution time from one week to one day. Ultimately, these successes have driven a 28% increase in revenue from subscribed users and a 5% rise in total business revenue from subscribers, proving the effectiveness of our approach in attracting and retaining valuable customers.
Hypothesis Hero
- How has Quantum Metric or a similar digital analytics tool helped you monitor your user experiences or tests?
We are a travel company that specializes in luxury hotels. Last year, we released a full redesign of our website. Now that users are over the initial shock of the redesign, we've started to focus our efforts on making improvements throughout the site in order to drive higher conversions. Quantum Metric has given us visibility into exactly what customers are experiencing as they are moving through our booking flow. We frequently run A/B tests throughout the booking flow to test which designs are more likely to drive users to complete their booking. Quantum Metric helps us to evaluate the results of the tests and inform our overall design strategy. - Please share a few insights you have discovered about your user experience from Quantum Metric or similar digital experience tools. How have these insights helped you discover UX or design opportunities that improve overall customer experience?
My team and I use session replays in QM as the starting point for several hypotheses, A/B tests, and feature redesigns. A recent example is when we received several customers complaining in open-ended survey questions about the Reviews section of the Hotel (product) page. We recently updated the design of the Reviews so that the top 3 "Most Helpful" reviews populated at the top of the section and the rest of the reviews would not populate until a customer clicked "See More Reviews" at the bottom of the page. Checking the replays, we discovered that only 6% of visitors were clicking on the "See More Reviews" button to populate additional reviews. Most other customers seemed to expect more reviews to auto-populate when they scrolled down the page and missed the "See More Reviews" button. Conversion for customers who clicked on the "See More Reviews" button was 63% higher than those who did not click. We also saw quite a few customers "rage scrolling" in an attempt to get more reviews to load. This drove our hypothesis that the "See More Reviews" button was not intuitive and was hurting our overall conversion rate. - How did you test and iterate on your user experience using Quantum Metric or a similar digital experience tool? How did these tests drive lift in business outcomes?
Based on these findings, we designed 2 new options for our Hotel (product) pages. Option A auto-populated new reviews once a customer reached the bottom of the Reviews section. Option B kept the original design of the Reviews section, but made the "See More Reviews" button more prominent. Once the test concluded, we found that Option B was the winner with overall conversions increasing by 59% where Option A only increased conversions by 11%. - Please summarize your submission in your own words, as if you were explaining it to a peer.
For our recent website redesign, we've used Quantum Metric to gain crucial insights into our booking flow and refine our user experience. QM's session replays helped us identify significant friction in our Hotel page's Reviews section, where only 6% of visitors were clicking the "See More Reviews" button, missing additional content. We discovered that customers expected reviews to auto-populate, and those who did click converted 63% higher. Based on this, we A/B tested two design options: auto-populating reviews or a more prominent "See More Reviews" button. The latter proved more successful, driving an impressive 59% increase in overall conversions, far surpassing the 11% lift from the auto-populate option.
Mobile Maestro
- How have you used Quantum Metric or a similar digital experience tool to monitor your mobile customer experience or native application?
We are a quick service restaurant where guests frequently place orders via our mobile app for in-store pickup. In the past year, we have seen a large uptick in customers who are opting to place their orders on the app before they arrive at the restaurant. Because of this, we now have a dedicated team who uses Quantum Metric every day to analyze the performance of our mobile app. We have hourly and daily alerts set up on the key functionalities of the order and authentication flows. We also have a custom dashboard in place where our team can quickly check to make sure everything is working as it should. - How has Quantum Metric or a similar tool helped you to diagnose potential areas of digital friction on your mobile experience or native app? How have these diagnosed issues influenced your overall mobile app strategy?
A recent example occurred when our team noticed that many users were triggering frustration on the "Place Order" button. By reviewing replays in Quantum Metric, we saw that when these users clicked the button, they were getting an error message saying "Your Order Could Not Be Completed". We require users to be logged in to complete their order, but the error message did not alert users that they needed to be logged in. This problem was affecting 67% of users, all of whom abandoned their orders. With this diagnosis, we were able to release an update to our app that automatically prompted users to login if they were not already logged in when clicking "Place Order." After releasing this update, our abandoned cart rate decreased by 48%. - What specific areas of your mobile experience or native application have you optimized after diagnosing them? Including percentage increase or decrease in desired behaviors.
Pulling from the example in the previous question, we dug deeper into all of our error messages to make sure when they did fire that they directed customers to a solution rather than simply letting them know an error occurred. We understand that errors will happen no matter what so we wanted to make it easier for customers to quickly find a fix to their problem. After deploying a few more updates to various errors within our app, we noticed that we had a 33% decrease in Customer Support cases. The specificity in the error messages also helped our support team to resolve open tickets 58% faster than before we made these changes. - Please summarize your submission in your own words, as if you were explaining it to a peer.
As a quick service restaurant seeing a significant rise in mobile app orders, we heavily rely on Quantum Metric to monitor our customer experience. Our dedicated team uses QM's alerts and custom dashboards to oversee crucial order and authentication flows, ensuring seamless operations. For example, QM helped us diagnose a critical error where 67% of users were abandoning orders due to a vague "Your Order Could Not Be Completed" message. By reviewing replays, we found users weren't prompted to log in. Our solution, an automatic login prompt, drastically reduced abandoned carts by 48%. Optimizing all error messages for clarity also led to a 33% decrease in Customer Support cases and a 58% faster resolution time for our support team, significantly enhancing our mobile app experience and operational efficiency.
