UX Health Check (PhillyCHI)

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

1. UX Metrics
2. The UX Health Check
3. How-to Guide
Agenda

1. UX Metrics

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

responsibility for outcomes
You can’t managewhat you can’t measure
ability to grow
ability to set direction
ability to achieve goals

assessing progress towards goals
knowing where you are
You can’t manage what you can’t measure
making confident decisions
monitoring responses
asking the right questions

Youcan’t manage what you can’t measure

How do you measure UX?
Behavioral (observed/tracked)
Eyetracking
Ethnographic study
Web tracking
Contextual inquiry
A/B testing
Usability testing (in lab)
Search log analysis
Usability testing (remote)
direct
(qualitative)
Indirect
(quantitative)
In-person interviewing
Competitive Analysis
Diary study
Online community feedback
Online surveying
Twitter feedback
Focus group
Card sorting
Email surveying
Forum feedback
Phone surveying
Phone interviewing
Email feedback
Attitudinal (self-reported)

2. THE UX HEALTH CHECK

A method to qualify aspects of the user
experience 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

2. HOW-TO GUIDE

I. Deconstruct the service
Break down the parts of the product or service to a level they can be looked at in isolation and still be comparable to examples elsewhere
search
inbox
filters
RSS
tags
folders

II. Choose benchmarks
Identify 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 Criteria
Define the scale and meaning of ranges so scoring is clear to all participating

IV. Set targets
Go 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
search
50

V. Evaluate and score
Review 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)
Eyetracking
Ethnographic study
Web tracking
Contextual inquiry
A/B testing
Usability testing (in lab)
Search log analysis
search
Usability testing (remote)
30
direct
(qualitative)
Indirect
(quantitative)
In-person interviewing
Competitive Analysis
Diary study
Online community feedback
Online surveying
Twitter feedback
Focus group
Card sorting
Email surveying
Forum feedback
Phone surveying
Phone interviewing
Email feedback
Attitudinal (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 try
To 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.com
Thank you.
Pssst, don’t forget! IDEA 2009 September 14-16, 2009
http://ideaconference.org

Quick & Dirty UX Health Check Recap
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UX Health Check (PhillyCHI)

by Livia Labate on Aug 27, 2009

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