UXp Case Studies

UXp Digital Transition Before and After Case Study


A Washington DC area company relied on crucial user experience performance data from UXp to structure a business case to replace a fleet of legacy laptops, resulting in a dramatic rise in efficiency and a high ROI. The entire IT upgrade investment paid for itself in nine months, saving the business more than $11,000 per month while the UXp deployment paid for itself within 30 days.

ETTE, a respected Managed Service Provider (MSP) in the Washington D.C. area, is delighted with performance improvements achieved after deploying UXp from OctoInsight Inc. that resulted in performance improvements and significant savings for an important client, strengthening the value-added service of ETTE.

Although for security/competitive intelligence reasons the name of the MSP’s client is not disclosed, ETTE’s CEO, Lawrence Guyot, explained that like many enterprises, the IT department frequently received complaints from users about poor and uneven performance resulting in productivity losses.

It had been apparent that changes were needed but knowing what should be changed was the challenge. Without precise, systemwide empirical evidence of users’ experience, management was hesitant to make major investments in wholesale system upgrades and replacements.

In order to obtain the most accurate, objective, systemwide user experience (UX) metrics available, ETTE’s IT team deployed UXp on the client’s systems.

In short order, they had the evidence they needed. Within three days UXp data analysis had shown that replacing the laptops would pay for itself in just nine months and UXp itself in one month. Which is what happened.

“By capturing exactly what each Windows Desktop user was experiencing, UXp provided the empirical User Experience (UX) intelligence required by this customer before making major IT purchases,” explained OctoInsight’s CTO, Jeremy Barker. “UXp is engineered specifically to provide this type of objective user experience analysis quickly, clearly and with a minimum of fuss.”

A key innovative component of UXp is the User Experience Rating, or UXR, which represents UX performance as a simple, single metric. The UXR is the ratio of user Wait Time to user Active Time expressed as a percentage. UXRs for entities such as desktop apps, websites, computers, etc., can be readily shown so that the impact any one of them has on each users’ productivity can be precisely determined. UXR is ideal for ‘Before and After’ UX comparisons, for example, to objectively assess the impact of upgrades, configuration changes or tuning exercises.

As important to budgeteers as to IT staff is the financial impact of delays. Because UXp detects and records precisely how long users are kept waiting, the cost of these wait times can be calculated and displayed in real time, based on the unit cost of time lost in each part of the organization.

This means that now the ROI for any planned investment in performance improvement can be determined with a high level of precision and confidence as a standard part of budget decision making.

And what about the impact on users themselves? A major additional benefit from improved UX is immediately seen in improved performance and increased productivity. In fact, the MSP’s customer in the case just described, remarked on how noticeably staff morale improved as the number of new helpdesk tickets declined. Furthermore, by automatically tracking UXR values day-to-day, the customer can quickly identify any developing UX degradation before users report it.

This is just one example of UXp’s immediate, measurable value as a Digital Transition support tool. 
UXp is just as effective for managing and reducing risk in VDI digital transitions.

UXp ROI Example for a Small Business (Using UXp Active Time Metric)

Small companies can benefit greatly from deploying UXp. For example, a company that upgraded to Windows 10 (for security reasons) also had to upgrade their accounting software to one that ran on Windows 10. Unfortunately, the new version did not work in the same way as the previous one; for instance, it did not accept cash payments.  

Consequently, the bookkeeper, administrator, and CEO had to spend extended hours over the next month or so to become operational again. For a small company, this had a considerable impact on the bottom line. 
With UXp the amount of additional time staff and management spend on particular applications or web services after an upgrade can be accurately measured and the hidden cost calculated. Even if there is no SLA (Service Level Agreement) is in place the ability to precisely prove the amount of consequential costs/loses is a powerful asset for leveraging compensation from suppliers, most from in the form of credits rather than cash, but compensation none the less.

UXp Helpdesk Case Study (Using UXp detailed UX Event Log)

A user had complained that their Windows system had become virtually unusable, because it was so slow, for example, while trying to print a document from a web-based application running in a Chrome browser. “Out of Memory” error messages were being displayed on the screen.

The support specialist immediately noticed that the user had indeed experienced a period of significant delay times and very poor User Experience Ratings.

It was also apparent that although the user reported seeing “Out of Memory” error messages, the system was not low on RAM and only one RAM bottleneck event was reported, e.g., where more than 80% of RAM is in use.

Further investigation revealed that the Chrome browser reports “Out of Memory” error messages from time-to-time even though system RAM is still available.

The user was advised to switch from the Chrome browser to Firefox, which resolved the user’s immediate problem and relieved the user’s frustration. It is also worth noting that the remedial action was determined without further interaction with the user,  minimizing disruption.

The support specialist also escalated the issue for further investigation into:

  • the suitability of the Chrome browser for production use.
  • whether the Chrome browser “Out of Memory” issue could be resolved.

Note: In jurisdictions, regions, and organizations where Window Title text can be legally captured, this provides an added resource to accelerate problem identification and remedial actions.