ROI Dashboard Metrics for the User Experience Indicator Michael Hafner http://www.kbex.eu michael-hafner (at) a1.net

Introduction These are additional materials supporting the concept of the ROI Dashboard the full story can be found on the kbex-blog ( http://www.kbex.eu , http://kbex.wordpress.com/tag/roi-dashboard/ )

Efficiency – Creation efficiency time spent for content creation (compared to old system) wiki effort (pages+edits) compared to users

time spent for content creation (compared to old system)

wiki effort (pages+edits) compared to users

Efficiency – Creation efficiency 2 RSS Factor: Feeds and feedintegrations compared to users (clickers) Development of added value: increase value through valued content (wiki, media (video))

RSS Factor: Feeds and feedintegrations compared to users (clickers)

Development of added value: increase value through valued content (wiki, media (video))

Efficiency – Usage efficiency do users search for terms they should not have to? do users understand and actively work with the content?

do users search for terms they should not have to?

do users understand and actively work with the content?

Efficiency – Usage efficiency wiki index measures degree of participation and cost per user rss index measures participation and cost per user

wiki index measures degree of participation and cost per user

rss index measures participation and cost per user

Satisfaction - Ease of Access Search Index – does search deliver the desired results do users consume added value, in what extent (participation, cost per user)

Search Index – does search deliver the desired results

do users consume added value, in what extent (participation, cost per user)

Satisfaction - Engagement Blog index – indicates participation, cost per user wiki index - Indicates participation and cost per user

Blog index – indicates participation, cost per user

wiki index - Indicates participation and cost per user

Quality editor flow – indicates productivity in relation to maintenance, error handling search flow – indicates user experience (learning system)

editor flow – indicates productivity in relation to maintenance, error handling

search flow – indicates user experience (learning system)

Impact usage index rss, comments – indicates participation, cost per user total usage ratio – indicates trends, development, distribution and cost per user

usage index rss, comments – indicates participation, cost per user

total usage ratio – indicates trends, development, distribution and cost per user

Monetization – Creation Efficiency Efficiency creation ratio: (time then – time now) * hourly fee = $$$ wiki factor: pages * (cost per cms page – cost per wiki page) = $$$ costs cms page: 1 editor – 30 pages per week – 120 pages per month – 100% salary -> 100/120 = 0,83 % of salary per page costs wiki page: 1 employee – 5 edits per month – 1 hour per week (2,5 % of worktime) - > 2,5/5 = 0,5 % of salary per page

Efficiency

creation ratio: (time then – time now) * hourly fee = $$$

wiki factor: pages * (cost per cms page – cost per wiki page) = $$$

costs cms page: 1 editor – 30 pages per week – 120 pages per month – 100% salary -> 100/120 = 0,83 % of salary per page

costs wiki page: 1 employee – 5 edits per month – 1 hour per week (2,5 % of worktime) - > 2,5/5 = 0,5 % of salary per page

Monetization – Creation Efficiency Efficiency 2 rss factor: (cost per page / (integrated,applied feeds) ) = $$$ reduced cost per page, optimized cost per user through rss reuse added value: media value x $ + wiki value y $ = $$$

Efficiency 2

rss factor: (cost per page / (integrated,applied feeds) ) = $$$

reduced cost per page, optimized cost per user through rss reuse

added value: media value x $ + wiki value y $ = $$$

Monetization – Usage Efficiency Usage efficiency bad search, total search: cost of bad search: (3 * hourly fee) / 60 * bad searches =$$$ gain of good search: (total search – bad search) * 2 * hourly fee / 60 = $$$ bad search: 3 mins lost good search: 2 mins won tag factor: define participation value * tags = $$$ wiki index: (participation value * pages + edits) = $$$ (cost per page * (pages = edits) ) / users= $$$ rss index: cost per page / rss subscriptions = $$$, optimized cost per user

Usage efficiency

bad search, total search:

cost of bad search: (3 * hourly fee) / 60 * bad searches =$$$

gain of good search: (total search – bad search) * 2 * hourly fee / 60 = $$$

bad search: 3 mins lost

good search: 2 mins won

tag factor: define participation value * tags = $$$

wiki index: (participation value * pages + edits) = $$$

(cost per page * (pages = edits) ) / users= $$$

rss index: cost per page / rss subscriptions = $$$, optimized cost per user

Monetization – Satisfaction, Ease of Access Satisfaction – Ease of Access Search Index: cost of browsing: (2 * hourly fee) / 60 * resultpages =$$$ gain of result clicks: clicks * 2 * hourly fee / 60 = $$$ the more users click on search results, the better the search; the more resultspages they have to browse, the more potential for optimization browse: 2 min per page lost; click: 2 min won media index items consumed * x $ = $$$ items consumed > 50% * 3x = $$$ define contact price: reaching users with a video is worth x $, reaching them intensely (> 50%) is worth 3x $

Satisfaction – Ease of Access

Search Index:

cost of browsing: (2 * hourly fee) / 60 * resultpages =$$$

gain of result clicks: clicks * 2 * hourly fee / 60 = $$$

the more users click on search results, the better the search; the more resultspages they have to browse, the more potential for optimization

browse: 2 min per page lost; click: 2 min won

media index

items consumed * x $ = $$$

items consumed > 50% * 3x = $$$

define contact price: reaching users with a video is worth x $, reaching them intensely (> 50%) is worth 3x $

Monetization – Satisfaction, Engagement Satisfaction – Engagement Blog Index: worth of total portal: clicks * x $ = $$$ worth of blogs: clicks * 3x $ = $$$ efficiency total: worth of total portal / (cost per page * clicks) = $$$ efficiency blogs: worth of blogs / (cost per page * clicks) = $$$ efficiency through engagement ratio 1: efficiency blogs / efficiency total assumption: blogs are non mandatory content – consumed with more interest reaching users with mandatory content is worth x $, with optional content is worth 3x $ (compared to tcp, advertising)

Satisfaction – Engagement

Blog Index:

worth of total portal: clicks * x $ = $$$

worth of blogs: clicks * 3x $ = $$$

efficiency total: worth of total portal / (cost per page * clicks) = $$$

efficiency blogs: worth of blogs / (cost per page * clicks) = $$$

efficiency through engagement ratio 1: efficiency blogs / efficiency total

assumption: blogs are non mandatory content – consumed with more interest

reaching users with mandatory content is worth x $, with optional content is worth 3x $ (compared to tcp, advertising)

Monetization – Satisfaction, Engagement Satisfaction – Engagement Wiki Index: worth of total portal: clicks * x $ = $$$ worth of wikis: clicks * 3x $ = $$$ efficiency total: worth of total portal / (cost per page * clicks) = $$$ efficiency wikis: worth of wiki / (cost per page * clicks) = $$$ efficiency through engagement ratio 2: efficiency wikis / efficiency total assumption: wikis are non mandatory content – consumed with more interest reaching users with mandatory content is worth x $, with optional content is worth 3x $ (compared to tcp, advertising) total efficiency through engagement ratio: ratio 1 * ratio 2

Satisfaction – Engagement

Wiki Index:

worth of total portal: clicks * x $ = $$$

worth of wikis: clicks * 3x $ = $$$

efficiency total: worth of total portal / (cost per page * clicks) = $$$

efficiency wikis: worth of wiki / (cost per page * clicks) = $$$

efficiency through engagement ratio 2: efficiency wikis / efficiency total

assumption: wikis are non mandatory content – consumed with more interest

reaching users with mandatory content is worth x $, with optional content is worth 3x $ (compared to tcp, advertising)

total efficiency through engagement ratio: ratio 1 * ratio 2

Monetization - Quality Quality editor flow: editor productivity ratio = (total time editing * hourly fee) / (time for fixing, administrating, changes * hourly fee) search flow: empty search results: loss of 10 mins search flow: total searches / empty searches search flow ratio: empty searches * 10 * hourly fee / 60 = $$$

Quality

editor flow:

editor productivity ratio = (total time editing * hourly fee) / (time for fixing, administrating, changes * hourly fee)

search flow:

empty search results: loss of 10 mins

search flow: total searches / empty searches

search flow ratio: empty searches * 10 * hourly fee / 60 = $$$

Monetization - Impact Impact rss, comments: rss: cost per page / number of subscriptions comments: comments * 12x = $$$ comments show value and user engagement, if one pageview values x $, 1 comments values 12x $ total usage ratio: (wiki clicks / total clicks) = ratio 1 (blog clicks / total clicks) = ratio 2 indicates growth or decrease in total value

Impact

rss, comments:

rss: cost per page / number of subscriptions

comments: comments * 12x = $$$

comments show value and user engagement, if one pageview values x $, 1 comments values 12x $

total usage ratio:

(wiki clicks / total clicks) = ratio 1

(blog clicks / total clicks) = ratio 2

indicates growth or decrease in total value

The Dashboard Display charts Display values integrate and extend easily

Display charts

Display values

integrate and extend easily

Creation efficiency creation ratio: (time then – time now) * hourly fee = $$$ (9360 – 1170) * 80/60 = 10920 $ pages * (cost per cms page – cost per wiki page) = $$$ 87 * (120 – 72) = 4176 $

creation ratio: (time then – time now) * hourly fee = $$$

(9360 – 1170) * 80/60 =

10920 $

pages * (cost per cms page – cost per wiki page) = $$$

87 * (120 – 72) =

4176 $

Creation efficiency 2 cost per page / integrated feeds = $$$ 72 / 17 = 4,23 $ added value: media value x $ + wiki value y $ = $$$ 11 * 250 $ + 4600 * 12 $ = 57950 $

cost per page / integrated feeds = $$$

72 / 17 =

4,23 $

added value: media value x $ + wiki value y $ = $$$

11 * 250 $ + 4600 * 12 $ =

57950 $

Usage efficiency cost of bad search: (3 * hourly fee) / 60 * bad searches =$$$ 3 *(80/60) * 270 = 1080 $ gain of good search: (total search – bad search) * 2 * hourly fee / 60 = $$$ (100000 – 270) * 2 * 80/60 = 265964 $ participation value * tags = $$$ 12 $ * 374 = 4488 $

cost of bad search: (3 * hourly fee) / 60 * bad searches =$$$

3 *(80/60) * 270 = 1080 $

gain of good search: (total search – bad search) * 2 * hourly fee / 60 = $$$ (100000 – 270) * 2 * 80/60 =

265964 $

participation value * tags = $$$

12 $ * 374 = 4488 $

Usage Efficiency 2 (participation value * pages + edits) = $$$ (12 * 4800) = 57600 $ (cost per page * (pages + edits) ) / users= $$$ 50 * 4800 / 4000 = 60 $ cost per page / rss subscriptions = $$$, optimized cost per user 72 / 2430 = 0,296 $

(participation value * pages + edits) = $$$

(12 * 4800) = 57600 $

(cost per page * (pages + edits) ) / users= $$$

50 * 4800 / 4000 = 60 $

cost per page / rss subscriptions = $$$, optimized cost per user

72 / 2430 = 0,296 $

Satisfaction – Ease of Access cost of browsing: (2 * hourly fee) / 60 * resultpages =$$$ 2 * 80 / 60 * 0,15* 100000 = 40000 $ gain of result clicks: clicks * 2 * hourly fee / 60 = $$$ 2570 * 2 * 80/60 = 6853 $ items consumed * x $ = $$$ 37679 * 12 $ = 452148 $ items consumed > 50% * 3x = $$$ 16345 * 36 $ = 588420 $

cost of browsing: (2 * hourly fee) / 60 * resultpages =$$$

2 * 80 / 60 * 0,15* 100000 = 40000 $

gain of result clicks: clicks * 2 * hourly fee / 60 = $$$

2570 * 2 * 80/60 = 6853 $

items consumed * x $ = $$$

37679 * 12 $ = 452148 $

items consumed > 50% * 3x = $$$

16345 * 36 $ = 588420 $

Satisfaction - Engagement worth of total portal: clicks * x $ = $$$, 4000000 * 0,2 $ = 800 000 $ worth of blogs: clicks * 3x $ = $$$, 218870 * 0,6 $ = 131320 $ efficiency total: worth of total portal / (cost per page * clicks) = $$$ 800000 / (72 * 1300000) = 0,002777 efficiency blogs: worth of blogs / (cost per page * clicks) = $$$ 131320 / (100 * 218870) = 0,00599 efficiency through engagement ratio 1: efficiency blogs / efficiency total efficiency through engagement 1 : efficiency blogs / efficiency portal 0,00599 / 0,002777 = 2,162

worth of total portal: clicks * x $ = $$$, 4000000 * 0,2 $ = 800 000 $

worth of blogs: clicks * 3x $ = $$$, 218870 * 0,6 $ = 131320 $

efficiency total: worth of total portal / (cost per page * clicks) = $$$

800000 / (72 * 1300000) = 0,002777

efficiency blogs: worth of blogs / (cost per page * clicks) = $$$

131320 / (100 * 218870) = 0,00599

efficiency through engagement ratio 1: efficiency blogs / efficiency total

efficiency through engagement 1 :

efficiency blogs / efficiency portal

0,00599 / 0,002777 = 2,162

Satisfaction - Engagement worth of total portal: clicks * x $ = $$$, 800 000 $ worth of wikis: clicks * 3x $ = $$$, 376650 * 0,6 $ = 225990 $ efficiency total: worth of total portal / (cost per page * clicks) = $$$, 0,002777 efficiency wikis: worth of wiki / (cost per page * clicks) = $$$ 225990 / (50 * 376650) = 0,12 efficiency through engagement ratio 2: efficiency wikis / efficiency total 0,012 / 0,02777 = 4,312 total efficiency through engagement ratio: ratio 1 x ratio 2 2,162 * 4,312 = 9,322

worth of total portal: clicks * x $ = $$$, 800 000 $

worth of wikis: clicks * 3x $ = $$$, 376650 * 0,6 $ = 225990 $

efficiency total: worth of total portal / (cost per page * clicks) = $$$, 0,002777

efficiency wikis: worth of wiki / (cost per page * clicks) = $$$

225990 / (50 * 376650) = 0,12

efficiency through engagement ratio 2: efficiency wikis / efficiency total

0,012 / 0,02777 = 4,312

total efficiency through engagement ratio: ratio 1 x ratio 2

2,162 * 4,312 = 9,322

Quality editor productivity ratio = (total time editing * hourly fee) / (time for fixing, administrating, changes * hourly fee) (444 – 35) * (80 / 60) = 545,33 $ empty searches * 10 * hourly fee / 60 = $$$ 3565 * 10 * 80/60 = 47533 $

editor productivity ratio = (total time editing * hourly fee) / (time for fixing, administrating, changes * hourly fee)

(444 – 35) * (80 / 60) =

545,33 $

empty searches * 10 * hourly fee / 60 = $$$

3565 * 10 * 80/60 =

47533 $

Impact rss: cost per page / number of subscriptions 72 / 26665 = 0,00270 comments: comments * 12x = $$$ 289 * 12 = 3468 $ (wiki clicks / total clicks) = ratio 1 37665 /1300000 = 0,02897 (blog clicks / total clicks) = ratio 2 21887 / 13000000 = 0,01683

rss: cost per page / number of subscriptions

72 / 26665 = 0,00270

comments: comments * 12x = $$$

289 * 12 = 3468 $

(wiki clicks / total clicks) = ratio 1

37665 /1300000 = 0,02897

(blog clicks / total clicks) = ratio 2

21887 / 13000000 = 0,01683

Cost Overview

Cost and revenue development

ROI development

Dashboard add your favorite charts or add all charts and cluster them or use the ROI chart only ...you know the details, how to handle them and how to control changes

add your favorite charts

or add all charts and cluster them

or use the ROI chart only

...you know the details, how to handle them and how to control changes

Process overview relate to business strategies define key values select KPIs define monetization formulas create overview charts collect data, calculate financial values cluster costs cluster revenues calculate and monitor ROI detailed data aggregated data

Read the full story kbex Blog deals with communication, collaboration and the philosophy of media: ideas around intranets, internet, e commerce, social media, and online media in general. it serves as a best practise repository and sometimes reports from conferences http://kbex.wordpress.com/tag/roi-dashboard/

kbex Blog deals with communication, collaboration and the philosophy of media: ideas around intranets, internet, e commerce, social media, and online media in general. it serves as a best practise repository and sometimes reports from conferences

http://kbex.wordpress.com/tag/roi-dashboard/