System and method for evaluating digital user experience in user session

A method for evaluating a digital user experience in a user session, the method comprising:

• acquiring, from a plurality of user devices, usage information of a plurality of different applications of a plurality of different service providers associated with a common service, wherein the usage information of each application is indicative of a plurality of user interactions with a plurality of user interfaces of each application during the user session;
• analyzing said usage information to determine a set of scores for each of the plurality of different applications, wherein each score of the set of scores is determined for each of the plurality of user interactions in a given journey of accessing a corresponding application, and wherein the analysis of said usage information comprises detecting and discarding a portion of the usage information for one or more first user interfaces of each application that do not require any user input;
• determining a friction score for the given journey for each of the plurality of different applications associated with the common service based on the determined set of scores wherein each determined friction score is indicative of a corresponding digital user experience for the given journey for each of the plurality of different applications;
• generating a first visual representation that comprises the plurality of user interactions, the determined set of scores corresponding to the plurality of user interactions, and the determined friction score for the given journey for each of the plurality of different applications;
• and
• controlling display of the generated first visual representation such that a ranking of the plurality of different applications of the plurality of different service providers associated with the common service is indicated in accordance with the determined friction score for the given journey for each of the plurality of different applications.

A non-transitory computer-readable medium having stored therein, computer-implemented instructions which when executed by a computer causes the computer to execute operations, the operations comprising:

• acquiring, from a plurality of user devices, usage information of a plurality of different applications of a plurality of different service providers associated with a common service, wherein the usage information of each application is indicative of a plurality of user interactions with a plurality of user interfaces of each application during the user session;
• analyzing said usage information to determine a set of scores for each of the plurality of different applications, wherein each score of the set of scores is determined for each of the plurality of user interactions in a given journey of accessing a corresponding application, and wherein the analysis of said usage information comprises detecting and discarding a portion of usage information for one or more first user interfaces of each application that do not require any user input;
• determining a friction score for the given journey for each of the plurality of different applications associated with the common service based on the determined set of scores, wherein each determined friction score is indicative of a corresponding digital user experience for the given journey for each of the plurality of different applications;
• generating a first visual representation that comprises the plurality of user interactions, the determined set of scores corresponding to the plurality of user interactions, and the determined friction score for the given journey for each of the plurality of different applications;
• and
• controlling display of the generated first visual representation such that a ranking of the plurality of different applications of the plurality of different service providers associated with the common service is indicated in accordance with the determined friction score for the given journey for each of the plurality of different applications.