Know where you stand by benchmarking your customer experience
Take control of your customer experience
Hopscotch Labs leverages specialized research systems to align business strategy with customer needs, driving meaningful product evolution. Explore how we apply these benchmarking frameworks to deliver measurable results:
- UX Benchmarks: Standardized datasets used to quantify user experience and track long-term performance gains.
- Business Metrics: Deep-dive product analyses that map development progress against core organizational KPIs.
- Heuristic Analyses: Expert-led audits that measure interface quality against established industry usability principles.
- Jobs to be Done: Frameworks for identifying the fundamental motivations and durable outcomes that drive customer loyalty.
UX Benchmark
Documenting the user’s experience, whether good or bad, to track progress across time.
client: withheld
industry: Medtech
project: App UX scorecard and benchmarking
services: Management consulting, UX research, Research Ops, Benchmark development
The challenge
The UX team had developed significant changes for a legacy app. Prior to launch they wanted the current state documented to show UX impact on product and the company’s bottom line. Long-term, they hope to use this data to show department value during budgeting.
Project goals
- Build a product scorecard that enables recurring/annual testing regardless of design or product changes.
- Build a research test of the product with a representational sample of the current user segment(s).
- Execute and report on findings. Repeat.
Outcomes
The resulting UX scorecard created a benchmark for our medtech client. The UX scorecard generated excitement throughout the organization, and resulted in multiple other teams developing similar benchmarks for their products.
Actions
To set our client up for success, we developed a framework for testing, broke the experience into prime activities (login, learn, do), and built a rubric for scoring. We worked closely with our clients to identify the audience segments appropriate for testing and worked with a recruiting agency to find participants. This allowed testing to run smoothly, allowing us to capture the metrics necessary to create their product-based UX scorecard.
With shrinking budgets, UX teams must demonstrate their impact on the bottom line. Our UX Scorecard allows you to track progress and quantify your customers’ experience.
Business metrics: cognitive load
Product launches and business activities influence the customer. Tracking product and service changes through cognitive load helped reframe product value to the business.
client: Amazon (Founder experience)
industry: Logistics / enterprise software
project: Cognitive load tracking surveys
services: Research Ops, Quantitative research, Data science
The challenge
As Amazon’s maturing delivery business launched over 30 new software products, vehicles, and services annually, Delivery Service Partners (DSPs) struggled to manage the overwhelming volume of change. The increased time and service costs required to implement these new requirements resulted in higher cognitive load and partner burnout contributing to increasing DSP acquisition costs.
Project goal
- Create a mechanism that would provide business leadership with greater visibility into partner and program risk
- Define, build and test a survey that was repeatable, accurately reflected business activities and captured customer experience
- Help business understand team-based impact on the customer and change over time
Actions
Working from knowledge of the customer journey, product pillars and business activities Hopscotch Labs founder, Kris Angell, built and tested a set of surveys designed around the concept of cognitive load. She structured the surveys to evaluate business activities through their impact on DSP businesses and the effort it took to meet Amazon’s requirements for those activities. She built the surveys to be modular, allowing for Amazon Delivery expansion while enabling respondents to focus on the elements that mattered to their business. She structured the survey mechanism into two surveys, one that was taken annually to assess a slower rate of change; and the second that was taken quarterly to capture the impact of product launches on the customer.
Outcomes
The metrics allowed Amazon leadership to track team and business impact on the customers’ businesses quarterly and across multiple development cycles; and an associated worksheet helped product teams document and track their impact on customer cognitive load throughout their product lifecycles. Teams now have a greater sense of their effectiveness in reducing DSP costs and improving the program’s bottom line. It also enabled business to do a deeper analysis on overall efficiencies and resulted in new product development paradigms (for example an open software development platform).
When multiple teams are building products for the same customer, standardizing metrics help the business stay on top of its priorities.
Heuristic analysis to fill engineer downtime
To develop a vision of the future payment dashboard, we paired remote research with design exercises and quantitative measures.
client: Amazon (Founder experience)
industry: Logistics / Compliance
project: Heuristic Analysis
services: Research Ops, UX Research
The challenge
Product lifecycles across the Logistics Portal meant new features and pages would launch on tight timelines, anything that was deprioritized would be placed on a growing backlog. Similarly, legacy products in holding patterns resulted in a degraded user experience over time. Compliance, a legacy product that got reprioritized, had years of UX and tech debt to overcome. With a cross-product vision in the works, the existing product needed an upgrade. The team needed a starting place to make progress that fit the development gap between vision approval and design readiness.
Project goals
- Develop a list of software issues for engineer downtime
- Make progress on UX and tech debt
Actions
Working with UX, Hopscotch Labs founder, Kris Angell, identified the heuristic analyses as the fastest way to develop a punch list for engineers and improve customer experience with minimal impact on all team’s capacity.
To conduct the heuristic analyses, we chose a persona (customer segment), specific use cases, and worked with engineering and product to have a live version of the product to work from. During a one hour working session, product, design and engineering identified 54 usability issues they were able to affect immediately.
Outcomes
This simple exercise created an actionable backlog for engineers, while also helping them better understand the product they worked on daily. This new understanding resulted in more collaboration with UX and product on interactions within the product, and coding to improve overall experience and operations.
A heuristic analysis develops a vetted list of user issues that fill engineer downtime.
Durable customer outcomes
Documenting the customers’ jobs to be done helped streamline roadmap decision making, enable UX scorecards, and align business metrics to customer goals.
client: Amazon (Founder experience)
industry: Logistics (enterprise technology)
project: DSP Logistics Portal Durable Customer Outcomes
services: Research Ops, UX Research
The challenge
The DSP Logistics Portal had started simply, but with time grew from 5 product managers to 15 all managing stakeholder requirements, business directives and customer needs. That growth and complexity meant products were shipping that didn’t solve for customer needs. Amazon needed a way to track product development against customer requirements.
Project goal
- Develop a mechanism that helped product understand their pillar in association with all other pillars.
- Develop a cross-platform experience map that focused on the customers’ jobs to be done.
Actions
Hopscotch Labs founder, Kris Angell, framed the product journey across 5 pillars and 2 cross-pillar experiences. The resulting model was then analyzed for the jobs customers needed to accomplish.
Outcomes
The final framework, durable customer outcomes, focused UX, Product and Business on the customer’s goals. It became the backbone of UX metrics, business metrics and helped product identify gaps.
When you know why your customer uses your product, building the right feature set comes easy.
Know where you stand by benchmarking your customer experience
Take control of your customer experience
Hopscotch Labs utilized research systems to support business directives, meet customer needs and create meaningful improvements.
- UX Benchmarks: A point in time user experience dataset that enables long-term customer experience tracking.
- Business Metrics: Product development analyses based in business goals.
- Heuristic Analyses: Product analyses from industry standards.
- Jobs to be Done / Durable Customer Outcomes: Established customer goals.
With shrinking budgets, UX teams need to show their impact on the bottom line. A UX Scorecard that benchmarks your product’s current state, allows teams to track progress and impact on the customers’ experience.
UX Benchmark
Documenting the user’s experience, whether good or bad, to track progress across time
client: withheld
industry: Medtech
project: App UX scorecard and benchmarking
services: Management consulting, UX research, Research Ops, Benchmark development
The challenge
The UX team had developed significant changes for a legacy app. Prior to launch they wanted the current state documented to show UX impact on product and the company’s bottom line. Long-term, they hope to use this data to show department value during budgeting.
Project goals
- Build a product scorecard that enables recurring/annual testing regardless of design or product changes.
- Build a research test of the product with a representational sample of the current user segment(s).
- Execute and report on findings. Repeat.
Actions
To set our client up for success, we developed a framework for testing, broke the experience into prime activities (login, learn, do), and built a rubric for scoring. We worked closely with our clients to identify the audience segments appropriate for testing and worked with a recruiting agency to find participants. This allowed testing to run smoothly, allowing us to capture the metrics necessary to create their product-based UX scorecard.
Outcomes
The resulting UX scorecard created a benchmark for our medtech client. The UX scorecard generated excitement throughout the organization, and resulted in multiple other teams developing similar benchmarks for their products.
When multiple teams are building products for the same customer, standardized metrics help the business stay on top of its priorities.
Business metrics: cognitive load
Product launches and business activities influence the customer. Tracking product and service changes through cognitive load helped reframe product value to the business.
client: Amazon (Founder experience)
industry: Logistics / enterprise software
project: Cognitive load tracking surveys
services: Research Ops, Quantitative research, Data science
The challenge
As Amazon’s maturing delivery business launched over 30 new software products, vehicles, and services annually, Delivery Service Partners (DSPs) struggled to manage the overwhelming volume of change. The increased time and service costs required to implement these new requirements resulted in higher cognitive load and partner burnout contributing to increasing DSP acquisition costs.
Project goals
- Create a mechanism that would provide business leadership with greater visibility into partner and program risk
- Define, build and test a survey that was repeatable, accurately reflected business activities and captured customer experience
- Help business understand team-based impact on the customer and change over time
Actions
Working from knowledge of the customer journey, product pillars and business activities Hopscotch Labs founder, Kris Angell, built and tested a set of surveys designed around the concept of cognitive load. She structured the surveys to evaluate business activities through their impact on DSP businesses and the effort it took to meet Amazon’s requirements for those activities. She built the surveys to be modular, allowing for Amazon Delivery expansion while enabling respondents to focus on the elements that mattered to their business. She structured the survey mechanism into two surveys, one that was taken annually to assess a slower rate of change; and the second that was taken quarterly to capture the impact of product launches on the customer.
Outcomes
The metrics allowed Amazon leadership to track team and business impact on the customers’ businesses quarterly and across multiple development cycles; and an associated worksheet helped product teams document and track their impact on customer cognitive load throughout their product lifecycles. Teams now have a greater sense of their effectiveness in reducing DSP costs and improving the program’s bottom line. It also enabled business to do a deeper analysis on overall efficiencies and resulted in new product development paradigms (for example an open software development platform).
A heuristic analysis develops a vetted list of user issues that fill engineer downtime.
Heuristic analysis
To develop a vision of the future payment dashboard, we paired remote research with design exercises and quantitative measures.
client: Amazon (Founder experience)
industry: Logistics / Compliance
project: Heuristic Analysis
services: Research Ops, UX Research
The challenge
Product lifecycles across the Logistics Portal meant new features and pages would launch on tight timelines, anything that was deprioritized would be placed on a growing backlog. Similarly, legacy products in holding patterns resulted in a degraded user experience over time. Compliance, a legacy product that got reprioritized, had years of UX and tech debt to overcome. With a cross-product vision in the works, the existing product needed an upgrade. The team needed a starting place to make progress that fit the development gap between vision approval and design readiness.
Project goals
- Develop a list of software issues for engineer downtime
- Make progress on UX and tech debt
Working with UX, Hopscotch Labs founder, Kris Angell, identified the heuristic analyses as the fastest way to develop a punch list for engineers and improve customer experience with minimal impact on all team’s capacity.
To conduct the heuristic analyses, we chose a persona (customer segment), specific use cases, and worked with engineering and product to have a live version of the product to work from. During a one hour working session, product, design and engineering identified 54 usability issues they were able to affect immediately.
This simple exercise created an actionable backlog for engineers, while also helping them better understand the product they worked on daily. This new understanding resulted in more collaboration with UX and product on interactions within the product, and coding to improve overall experience and operations.
When you know why your customer uses your product, building the right feature set comes easy.
Durable customer outcomes
Documenting the customers’ jobs to be done helped streamline roadmap decision making, enable UX scorecards, and align business metrics to customer goals.
client: Amazon (Founder experience)
industry: Logistics (enterprise technology)
project: DSP Logistics Portal Durable Customer Outcomes
services: Research Ops, UX Research
The challenge
The DSP Logistics Portal had started simply, but with time grew from 5 product managers to 15 all managing stakeholder requirements, business directives and customer needs. That growth and complexity meant products were shipping that didn’t solve for customer needs. Amazon needed a way to track product development against customer requirements.
Project goal
- Develop a mechanism that helped product understand their pillar in association with all other pillars.
- Develop a cross-platform experience map that focused on the customers’ jobs to be done.
Actions
Hopscotch Labs founder, Kris Angell, framed the product journey across 5 pillars and 2 cross-pillar experiences. The resulting model was then analyzed for the jobs customers needed to accomplish.
The final framework, durable customer outcomes, focused UX, Product and Business on the customer’s goals. It became the backbone of UX metrics, business metrics and helped product identify gaps.