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MEASUREMENT / 15-minute worksheet
Build a balanced trust scorecard
Measure successful protection and human friction together.
REAL-WORLD SCENARIO
Work through the decision.
A new human checkpoint reports an impressive pass rate but users report higher abandonment.
Your objective
Design a scorecard that weighs safety against real user friction.
Deliverable: A six-metric scorecard with definitions and an owner for each metric.
Activity steps
0 of 3 steps complete
Your work is saved on this device only.
Worked example
Track attempted checks, completions, abandonment, timeouts, assisted recoveries, and abuse outcomes. Compare protection benefit with friction costs.
Quality check
- Track the full funnel, not only pass rate.
- Include accessibility and support signals.
- Tie each metric to a decision.
GO DEEPER
Continue with the source guide.
The companion guide provides the reasoning and trade-offs behind the exercise.
Read the companion guide