Imagine a formula that would allow you to take data from a very small pool of users (often as few as 8; possibly as few as 3) and figure out why, for instance, Autodesk customers are calling support, whether Budget.com visitors can rent a car in under a minute, or why cardholders were reluctant to use a mobile payment site.
Such a formula exists, and it’s not some abstract “formula for success” in management strategy or a design technique. We’re talking about a mathematical formula that’s easy to use but can transform the way you measure and manage the user experience.
