UX Health CheckA measure a day keeps the redesign awayLivia Labate August 27, 2009

1. UX Metrics2. The UX Health Check3. How-to GuideAgenda

1. UX Metrics

You can’t manage what you can’t measure- Peter Drucker (or W. Edwards Deming)

responsibility for outcomesYou can’t managewhat you can’t measureability to growability to set directionability to achieve goals

assessing progress towards goalsknowing where you areYou can’t manage what you can’t measuremaking confident decisionsmonitoring responsesasking the right questions

Youcan’t manage what you can’t measure

How do you measure UX?Behavioral (observed/tracked)EyetrackingEthnographic studyWeb trackingContextual inquiryA/B testingUsability testing (in lab)Search log analysisUsability testing (remote)direct(qualitative)Indirect(quantitative)In-person interviewingCompetitive AnalysisDiary studyOnline community feedbackOnline surveyingTwitter feedbackFocus groupCard sortingEmail surveyingForum feedbackPhone surveyingPhone interviewingEmail feedbackAttitudinal (self-reported)

2. THE UX HEALTH CHECK

A method to qualify aspects of the userexperience through quantitative measures. Applicable to any product or service Measures detailed feature sets or very generalized notions of service. Introduces a shared language for teams to discuss elements of the user’s experience.The UX Health Check

Applicable to any product or service

Measures detailed feature sets or very generalized notions of service.

Introduces a shared language for teams to discuss elements of the user’s experience.

2. HOW-TO GUIDE

I. Deconstruct the serviceBreak down the parts of the product or service to a level they can be looked at in isolation and still be comparable to examples elsewheresearchinboxfiltersRSStagsfolders

II. Choose benchmarksIdentify existing solutions (products and services in any industry or domain) that have similar capabilities to the ones identified for comparisons.Amazon.com Twitter.com Gmail.com search

III. Establish Scoring CriteriaDefine the scale and meaning of ranges so scoring is clear to all participating

IV. Set targetsGo through each capability and ask the question: “How good do we need to be at this to meet our business goals and user expectations?”Amazon.com Twitter.com Gmail.com search50

V. Evaluate and scoreReview current state and ask: “Compared to our targets and where we want to be, how well are we doing are we today?”Behavioral (observed/tracked)EyetrackingEthnographic studyWeb trackingContextual inquiryA/B testingUsability testing (in lab)Search log analysissearchUsability testing (remote)30direct(qualitative)Indirect(quantitative)In-person interviewingCompetitive AnalysisDiary studyOnline community feedbackOnline surveyingTwitter feedbackFocus groupCard sortingEmail surveyingForum feedbackPhone surveyingPhone interviewingEmail feedbackAttitudinal (self-reported)

VI. Tally and report

To provide a snapshot of the experience at a point in time AND track its evolution over time.To identify which are the biggest problems and opportunity areas to influence future work prioritization and product direction.To address the “why are we spending time on this thing and not that thing?” types of questions.Good reasons to give it a tryTo answer “How well does this service meet user needs, expectations and motivations?” in terms all groups can understand.To help the team ask better questions collectively and focus on things that matter.To serve as a concrete artifact portraying how your work is directly affecting the outcomes.

If you’d like help doing your first UX Health Check, we’re happy to help:@livlab (http://livlab.com/thinkia)@austingovella (http://thinkingandmaking.com)http://uxhealthcheck.comThank you.Pssst, don’t forget! IDEA 2009 September 14-16, 2009http://ideaconference.org

Quick & Dirty UX Health Check Recap2163x54