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Free Lesson
Rethinking Metrics for UX, Service Design + AI
30 min
Nov 24, 2026 12:00 PM
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What you'll learn
Tell whether a rising number is good news
Time spent, retention and revenue can rise because people are stuck, hooked or can’t cancel. Learn what to check.
Measure AI products properly
Faster AI isn’t better if staff spend an hour checking its work. Measure accuracy, harm and the extra work it creates.
Check a success claim from your own work
Did people finish their task? Are they in control? Are they better off months later? Test one metric from your work.
Why this topic matters
What a team measures decides what gets built and rewarded. Measure time on site and teams will build features that keep people there, whether it helps them or not. An app can hit its engagement target while users feel addicted. A subscription can hit its retention target because cancelling is hard. An AI tool can hit its speed target while staff fix its mistakes. This lesson asks: what would we need to know before calling this an improvement?
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