Make the core job something people finish without help
The annual goal is a product a new team can adopt without a call. This quarter is the first slice: the core job gets finished unaided, and the support tickets the interface generates go down instead of up.
Finished the core task on the first try 46% → 70% of the sessions that start it
How it is measured: Sessions that finish the core task without abandoning, over sessions that start it
Baseline: 46% · Target: 70%
Initiatives
- Watch 8 first-time sessions end to end and write down where each one stalls
- Cut the core flow to the steps someone can give a reason for
Median time to finish the core task 11 minutes → 4 minutes
How it is measured: Median minutes from starting the core task to finishing it
Baseline: 11 minutes · Target: 4 minutes
Initiatives
- Remove every form field nobody downstream can name a use for
Tickets caused by a confusing screen 34% → 15% of the tickets opened this quarter
How it is measured: Support tickets whose cause is the interface, over tickets opened
Baseline: 34% · Target: 15%
Initiatives
- Tag every ticket with the screen it came from and review the top three each Friday