Whether it works · The customer measure · Element
The effort
Whether the customer had to do less.
The part
What it is
Time to complete, steps taken, searches performed. Personalisation that helps reduces one of these measurably.
Where it does not, the personalisation is influencing choice rather than reducing effort.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.
The other elements in the customer measure
The satisfaction
Whether customers report a better experience.
LearnThe longer term
Whether the effect holds.
Learn