How to Measure UX Design

The Coffee Shop That Fixed Its Menu

By Jue Feng I 2023

You know that feeling when you walk into a coffee shop, stare at the menu, and suddenly forget how to read? So you panic-order the cheapest thing—or worse, you leave.

That’s a UX problem.

Now, imagine you own that coffee shop. Business is steady, but something feels off. Customers hesitate at the counter, squint at the menu, and either go for the cheapest option or walk away. You suspect the menu itself is the issue—too cluttered, too confusing, basically a pop quiz nobody studied for. So, you fix it. You simplify the layout, highlight bestsellers, and add short, friendly descriptions. A week later, something magical happens: People try the premium drinks, lines move faster, and regulars keep coming back.

Congratulations, you just measured UX.

If a design change improves conversions, retention, and customer loyalty, you know you’re on the right track. Let’s break those down.

1. Conversion Rate: Are More People Saying ‘Yes’?

A confusing menu makes people hesitate. A well-designed one guides them effortlessly. Same goes for digital products: If your UX is working, conversion rates—purchases, sign-ups, bookings—should go up.

If they don’t? Something’s still making people second-guess. Maybe your checkout flow has too many steps. Maybe your call-to-action button is hiding like it’s in witness protection. Either way, if users aren’t converting, your UX needs another round of simplification.

2. Retention Rate: Do They Come Back?

A one-time customer is nice. A repeat customer is a unicorn.

If people have a smooth, delightful experience, they return. That’s why streaming platforms obsess over watch-time and why apps track daily active users. If your UX makes people feel like they’ve accidentally wandered into a maze, they’re not coming back.

Retention metrics tell you whether users enjoy the experience enough to make it a habit—or if they’re ghosting you after one awkward date.

3. Customer Loyalty: Will They Tell Their Friends?

People don’t recommend frustrating experiences. No one ever raves about a clunky app or a checkout process that felt like filing taxes.

But when users love something? They share it. Just like they’d tell a friend about an amazing coffee shop.

That’s where metrics like Net Promoter Score (NPS) and customer reviews come in. If your UX is memorable (in a good way), people will hype it up. If it’s memorable (in a bad way), they’ll complain loudly. Either way, you’ll know.

UX Design = Invisible, Yet Powerful

Good UX isn’t about flashy animations or trendy design tricks. It’s about guiding users effortlessly to what they want.

Like that coffee shop menu, small design tweaks—simpler navigation, clearer choices, fewer friction points—can completely change user behavior.

Final Thoughts

So, what’s the ‘menu’ in your product that’s making people hesitate? Find it. Fix it. Watch the numbers change.

I’d love to hear your thoughts and experiences in the comments below!