Medallia’s PDF presents seven steps to significantly improve UX on websites and apps by identifying friction, scoring experiences, and acting on insights. It begins with detecting signs of user frustration—like multi-clicks or bird’s nest behavior—then analyzing complete user journeys to uncover bottlenecks. The Digital Experience Score (DXS) quantifies UX quality using metrics like engagement, navigation, and form performance. Teams can prioritize fixes using session replays, heatmaps, and form analysis. With visual evidence and collaboration tools, stakeholders gain clarity to implement data-backed improvements that boost satisfaction, conversions, and loyalty.

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