Work
Metrics /
Product / UX /
Will Bank
Study Case
Experience Measurement
Client
Will Bank
Seeking to better understand the moments when the experience truly impacts the customer, we implemented an experience metrics system to guide product design decisions in a more data-driven and strategic way.
The implementation of the CSAT (Customer Satisfaction Score) marked a turning point in how the company understood customer behavior and perception across digital journeys. The initiative emerged from the need to identify, with greater precision, when and where the experience truly impacted the user — and how those moments connected to business indicators such as retention, NPS, and customer support volume.
Through a collaborative effort between design, product, and engineering, we structured an experience metrics system integrated into key platforms and journeys, enabling real-time monitoring of satisfaction and cross-analysis of CSAT data with behavioral and operational insights. This revealed previously unseen patterns — critical friction points, moments of frustration, and clear opportunities to influence the product roadmap.
As a result, CSAT evolved from an isolated metric into a global company KPI, now used to prioritize improvements, define product OKRs, and inform strategic decisions. Design became even more evidence-driven, proving its tangible impact on business outcomes and strengthening the role of user experience as a core driver of the company’s growth.
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Great design decisions are based on great metrics. Without measuring the user experience, you’re just guessing. — Jared Spool
