Post on 08-Aug-2015
Introduction
• Measuring things• Organisations and people in them love to
measure things• Gather compare and analyse data• Defines issues and problems - discover the
gap/s• Develop plans and new projects based on that
data
Stuff we love to look at
• Base line’s• Targets • KPI’s• Statistics• Analytics• Page hits• Number of followers• Drop out rates• Number of posts• Page load times• Files sizes
• Customer satisfaction• Exit pages• Referral pages• Broken links• No Get requests• Language rating • Number of impressions• Number of likes• Click through rates• Number of websites• WCAG compliance
Why ?• Do we understand the aim ?• Are we connected to the goal ?• Is it just something we just have to do ?• Are we SMART about what we measure ?• Do we consider understand the difference
between KPI’s and continuous quality improvement ?
• Is it just because it’s in the business plan ?• Is it a figure a have to reach that someone has
just picked ?
KPI’s
KPI’s • Help organisations understand how well they
are performing in relation to their strategic goals
• Global indicators often average based• Linked to business plans• Required and valuable
Relevant to what ?
There is a national push to increase online service delivery.
Its more cost effective.
Is it about the number then ?
Is it about the number then ?
• Does cost avoidance/saving come from the number of online services ?
• Does satisfaction come from more online services
• More = better brand ?• The role of
– Channel shift– Channel retention
Product over project
• Projects end• Products remain• This is the web
– its fluid– change is easy apparently– cost of change generally low
Continuous quality improvement
• Services are constantly evaluated and improved based on efficiency, effectiveness and value.
• Retention focused
Iterative design
• We don't know everything upfront• Things change they always do• Product informed by measurement• Only do what you need now• Allow for end goal to be refocused
Tying it all together
• Product service life cycle • Requires measurements• Uses that data • Increases likelihood of retention and migration
InceptionInitial design Improvement
Release planning
Rapid prototyping
AGILE implementation
Initial release(MVP)
Roadmap/Blue print
Product/Service Tranches
1 2 3 4
Inception
Rapid prototyping
AGILE implementation
Release (MVP)
Incremental Product/service releases
Define final release
(End goal)
0
Continuous quality improvement
Input intorelease cycle
Some inputs
• Customer research• Feedback • Page usefulness• Contact us• Application drop out rates• Functionality• Scope
Summary
• High volume • Most costly on other channels• Services that can be improved• Reputation and brand damage• Remember the aim