Photo by David Paul Ohmer - Creative Commons Attribution License http://www.flickr.com/photos/50965924@N00
The Role of Metrics in UX Strategy
Leveraging the Power of UX Data to Create Better Designs and Drive Innovation
Bill Albert User Experience Center, Bentley University
Photo by krossbow - Creative Commons Attribution License http://www.flickr.com/photos/13194817@N00 Created with Haiku Deck
How do we create great design?
How do we know it?
Qualitative Quantitative
Att
itu
des
B
ehav
iors
What is the problem and how
big is it?
Why is it a problem and how to fix it?
What are people doing?
What do people think?
UX Research Framework
Photo by cwbuecheler - Creative Commons Attribution License http://www.flickr.com/photos/46328592@N00 Created with Haiku Deck
Discovery
Photo by sporras - Creative Commons Attribution-ShareAlike License http://www.flickr.com/photos/78696157@N00 Created with Haiku Deck
Competitive Benchmark
• UX wins (and losses)
• Insight into “why”
• Start design process efficiently
• Drive future design efforts
Photo by The Bees - Creative Commons Attribution-NonCommercial License http://www.flickr.com/photos/76236627@N00 Created with Haiku Deck
Measuring Preferences
• Comparing design treatments
• Terminology and content
• Importance of functionality
• Navigation choices
Metrics from the Lab
• Performance metrics
• Self-report metrics
• Scorecards
• Physiological metrics
Average Expectation and Experience Ratings
by Task
1
2
3
4
5
6
7
1 2 3 4 5 6 7
Average Expectation Rating
Avg
. E
xp
eri
en
ce R
ati
ng
Promote Don’t Touch It
Big Problems Opportunities
Difficult Easy
Dif
ficu
lt
Easy
Photo by El Scrapeo - Creative Commons Attribution-NonCommercial-ShareAlike License http://www.flickr.com/photos/76965000@N00 Created with Haiku Deck
Validation
Photo by Darren Krape - Creative Commons Attribution-NonCommercial License http://www.flickr.com/photos/13894404@N05 Created with Haiku Deck
Post-Launch Metrics
• Voice of Customer
• A/B or Multivariate Testing
• Analytics
• Social Networks
UX Metrics & Innovation
• Innovative design comes from research
• Put insights into perspective
• Sanity check
Myths / Excuses
• I already know the user
• Too expensive
• Too hard to measure
• Were moving too fast
Keys to Success
• Right metrics, right time
• Triangulation
• Numbers (confidence)
• Align with business goals
• Actionable results
Bill Albert User Experience Center, Bentley University
[email protected] www.bentley.edu/uxc
@UXMetrics | @BentleyUXC