Experience

Previously, we looked at discovery, engagement, acquisition, activation, and retention metrics that trace the customer journey and measure its various aspects. However, as customers go through these steps in the customer journey, they are building an overall impression of the product experience. In this lesson, we will learn about quantitative and qualitative ways of gathering customer insights using metrics such as conversion rate, CSAT, and the NPS.

The following illustration shows the metrics that help us measure product experience.

As we can see in the preceding illustration, there are six ways to measure the experience of our APIs, which we'll discuss now.

Unique API consumers

APIs are primarily B2B products, and it is common to have multiple developers as part of every customer account. This might make identifying unique customers challenging in some cases. This is where our account onboarding and identity management design are key. We should work with our software architecture teams to make sure that our usage data can reliably tell us which API users are unique.

We can review account usage on a daily, weekly, and monthly basis. This allows us to segment users based on their scale and usage. In B2B products such as APIs, we might find that a handful of customers might drive the majority of the revenue for our product. This is an important concept to understand and will be crucial to understanding our key customers.

We can analyze our customer base to understand their scale, usage patterns, and industries and whether our product has found a product-market fit in a specific customer segment. Once we develop an intimate understanding of our user, we can shape the user experience to gain more of these customers and also identify customers we can interview for more insights.

Top customers by API usage

It is common for API products to have a handful of customers that generate the majority of the revenue on our platform. As we start to look at unique ...