Post by Adish Kasi

Google recently announced a change to metrics as it relates to measuring quality of user experience: https://lnkd.in/e97yNYu It is a widely held, universally accepted, practice that web experience is the key to customer engagement & revenue. I'm fully supportive of this and agree completely. However, as companies focus on optimizing for bleeding-edge performance, are we ignoring a larger problem? How often do you, as a consumer, get challenge questions when you’re coming back from the same device (“We don’t recognize this device. To continue…What is your dog’s name?”). New tab. Lost my interest. Some metrics to think through: - MFA Success Rate: How do we prevent MFA against legitimate customers? - Login Abandonment Rate: How often do users fail to login, daily? - Online Account Recovery Failure: How often do your customers call in for account recovery? - Session Timeout: Why is it that companies like Amazon, Facebook are able to keep their users “perpetually” logged in while others aren’t? Do we focus on ONLY the 0.1s loading optimization? Or, do we focus on eliminating the 15 second hangup on authentication and purchasing friction? It’s time to redefine key metrics. #customerengagement #shapesecurity