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AI Product Tools / MIF Explorer / Library / UX
Truth Layer
MeaningfulLeading Truth Layer
The Truth Layer is the badge system that tells you how trustworthy, directional, or risky a measure is.
Why it matters: It helps teams separate meaningful signals from vanity, misuse, or AI distortion before they optimize the wrong thing.
Example: A metric can be Meaningful, Leading, or Vanity Risk.
Customer Effort Score (CES)
A survey-based score measuring how much effort a user had to exert to complete a task or interaction.
Evaluation method
Average score on 1-7 scale (1 = very low effort, 7 = very high effort)
Signal type
leading
What it is best for
Measuring effort reduction after UX improvements
What it tells you +
Whether the experience is effortless or burdensome. Low effort is the strongest predictor of loyalty.
What it does not tell you +
Reveal what caused the effort or how to reduce it.
When to use it +
- Measuring effort reduction after UX improvements
- Identifying the most effortful parts of the experience
- Predicting churn — high-effort experiences drive users away
When not to use it +
- For complex tasks where some effort is inherently necessary and expected
How leaders misuse it +
- Averaging CES across all interactions without context
Anti-patterns +
- Reducing effort by removing necessary features or safeguards
AI interpretation risks +
Scenario: AI handles complex steps for users
What happens: CES improves dramatically because the AI reduces perceived effort
What it really means: Lower effort scores may reflect AI taking over rather than better design. If the AI fails or is unavailable, effort returns to baseline.
Recommendation: Measure CES with and without AI assistance. If the gap is extreme, the product may be too dependent on AI for basic usability.
Companion entries +
This entry is stronger when paired with:
Instrumentation or evaluation guidance +
Ask immediately after task completion: "How easy was it to [specific task]?" Use a 7-point scale.
Examples +
A support flow has CES of 5.8. After implementing AI-suggested solutions, CES drops to 2.4. However, resolution quality declines 15%, suggesting users accept AI answers without verifying.
Suggested decisions +
- CES above 5 on critical tasks: treat as a high-priority UX problem
- CES below 3: strong usability. Maintain and protect this experience.