The Value Of Measuring Poor User Experiences

When we have a good experience with a service or product, we enjoy it, tell our friends, and will probably use that service or product again.

But when we have frustrating or poor user experiences, such as the occurrence of message boxes relentlessly popping up during sporting events, we hate the product, tell our friends about our bad experience, post it to Twitter, and we probably will not use the service or product again (unless we have little choice).

“Understanding poor experiences and eliminating root causes can be an effective strategy for improving the overall experience.”
— Jeff Sauro of Measuring Usability