User Experience by the Numbers

When what gets measured gets mismanaged

Chris Kiess
Apr 2, 2019 · 10 min read
Illustration by Joe O’Donnell

Not too long ago, I went to a major pharmacy chain on a Friday night during rush hour to pick up some prescriptions. I waited in traffic, waited in line at the pharmacy, and then waited again in traffic before finally arriving home. I unpacked everything and discovered they left out a prescription. Frustrated, I checked the app and saw the…