I was relating to my colleague, our resident User Experience Designer, that my daughter wants to go to Chuck E. Cheese for her birthday. Ugh. He shared a case study with me that speaks to the experience that is said Cheese.
In Conifer's language, too many 'hotspots' and not enough 'brightspots' - respectively, where the user experience breaks and excels.
You can read about Conifer Research's model here. BTW, I like their name.