PiqueInsights  ·  Proprietary Framework
Exhibit 01 / 06  ·  Satisfaction & Usability Measurement
Framework One

User Lens.

An eight-dimension measurement system for user satisfaction — what the user feels, read against what the product provides.
Most satisfaction scores compress a rich experience into a single number. USER LENS is PiqueInsights' proprietary measurement system that keeps the experience intact: four dimensions the user directly feels, read through four dimensions the product is instrumented to provide. Together, they locate exactly where satisfaction is earned — and where it leaks.
Figure 1 — The USER LENS measurement system8 dimensions · 2 mirrored halves

U · S · E · R

User-Felt
The four dimensions the user directly experiences and can report on.
U

Usefulness

Whether the product actually helps the user accomplish the job they came to do. Usefulness precedes every other dimension — nothing else matters if the job isn't done.

Probe"Did this help you get what you came for?"
S

Satisfaction

The affective response — would the user choose this again, recommend it, speak well of it. Sentiment-level, not task-level.

Probe"Would you reach for this again tomorrow?"
E

Ease of Use

How effortful the experience felt in the moment. A product can be useful and still be punishing; ease separates the two.

Probe"How hard did this feel while you were doing it?"
R

Reliability

Whether the product behaves predictably, tolerates error, and earns trust. Reliability is satisfaction's quiet floor — without it, every other gain erodes.

Probe"Did it do what you expected, every time?"

L · E · N · S

Product-Provided
The four dimensions the product is designed, instrumented, and accountable to deliver.
L

Learning

How quickly a first-time user becomes competent. The steepness of the learning curve is a design choice, not a user trait.

ProbeTime to first successful task completion.
E

Efficiency

How much effort, time, and attention a task requires once the user is proficient. Efficiency compounds — small wins become daily wins.

ProbeSteps, time, and errors per completed task.
N

Navigation

Whether the user can find what they need, orient themselves, and recover position. Navigation is the architecture every other dimension rides on.

ProbeFind-rate, back-track rate, dead-end incidence.
S

Support

The help, guidance, and recovery the product offers when the user is stuck. Great support is felt as part of the product, not a separate channel.

ProbeSelf-serve resolution rate; time-to-unblock.
Figure 1b — Worked USER LENS read-out, illustrative0 — 100 index  ·  ● user-felt    ◐ product-provided
Dimension
Score, indexed 0 — 100
Index
Usefulness  ●
82
Satisfaction  ●
68
Ease of Use  ●
54
Reliability  ●
77
Learning  ◐
46
Efficiency  ◐
71
Navigation  ◐
49
Support  ◐
62

Read: the user-felt side is strong on Usefulness and Reliability, but Ease is leaking — and the product-provided diagnosis points directly to weak Learning and Navigation. The fix is architectural, not cosmetic.

Product Outcome  ·  01
8 → 1
eight dimensions collapse into one defensible satisfaction story — without losing where the score came from.
Product Outcome  ·  02
Diagnostic
every user-felt gap maps to the product-provided dimension responsible for fixing it.
Product Outcome  ·  03
Trackable
scores are comparable release-over-release, giving leaders a satisfaction curve they can steer by.