These are slides from the ADPList mentoring session.
https://app.adplist.org/dashboard/sessions/details/how-to-measure-and-communicate-the-impact-of-ux/about
A timeless question and heavily debated one. I have been dumbfounded, defensive, even taken offense to this question in my career. With experience and willingness to revisit my opinions, I have learned that this complex question requires a considered response.
Join this session if you want to explore the intent behind the question, the role of the product's maturity, the useful approaches to calculate the impact, the challenging circumstances, and craft a thoughtful point of view.
By the end of this session, you should feel ready to discuss this question with empathy, confidence, and conviction.
Customer experience analysis highlights how customers interact with important aspects of a business and how to meet their expectations. In this article we explore what customer experience analytics (CX analytics) is; how you can gather relevant consumer data for conducting CX analysis; and what results you can expect from the platform you choose for this function.
Customer insights dashboards give an intelligent view of consumer sentiment analysis data in the form of charts and graphs that a company can use for better decision-making. With these visualization tools, you can see perspectives gained from different data sources in one intuitive screen. Dashboards help companies strategize data-backed business tactics to steer consumer behavior, employee morale, and brand reputation. In this article, we discuss such top customer insights dashboards; what makes Repustate’s sentiment analysis dashboard so brilliant; and the challenges in managing consumer insights data.
Customer Journey Mapping For Organization Powerpoint Presentation SlidesSlideTeam
"You can download this product from SlideTeam.net"
This PPT deck displays twenty two slides with in depth research. Our Customer Journey Mapping For Organization Powerpoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographics for an inclusive and comprehensive Customer Journey Mapping For Organization Powerpoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement. https://bit.ly/34xOcQv
Client Case Study Proposal PowerPoint Presentation SlidesSlideTeam
If your company needs to submit a Client Case Study Proposal PowerPoint Presentation Slides look no further.Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. http://bit.ly/3bpx2DQ
25 Lenses for Customer Experience - PeopledesignPeopledesign
We can't actually design a person’s experience – we create opportunities to affect an experience. If we think proactively and strategically about a user or customer experience, we increase the odds of improving it.
This PPT deck displays nineteen slides with in depth research. Our Customer Experience Mapping PowerPoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographics for an inclusive and comprehensive Customer Experience Mapping PowerPoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement. http://bit.ly/2UAwOnm
Customer experience analysis highlights how customers interact with important aspects of a business and how to meet their expectations. In this article we explore what customer experience analytics (CX analytics) is; how you can gather relevant consumer data for conducting CX analysis; and what results you can expect from the platform you choose for this function.
Customer insights dashboards give an intelligent view of consumer sentiment analysis data in the form of charts and graphs that a company can use for better decision-making. With these visualization tools, you can see perspectives gained from different data sources in one intuitive screen. Dashboards help companies strategize data-backed business tactics to steer consumer behavior, employee morale, and brand reputation. In this article, we discuss such top customer insights dashboards; what makes Repustate’s sentiment analysis dashboard so brilliant; and the challenges in managing consumer insights data.
Customer Journey Mapping For Organization Powerpoint Presentation SlidesSlideTeam
"You can download this product from SlideTeam.net"
This PPT deck displays twenty two slides with in depth research. Our Customer Journey Mapping For Organization Powerpoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographics for an inclusive and comprehensive Customer Journey Mapping For Organization Powerpoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement. https://bit.ly/34xOcQv
Client Case Study Proposal PowerPoint Presentation SlidesSlideTeam
If your company needs to submit a Client Case Study Proposal PowerPoint Presentation Slides look no further.Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. http://bit.ly/3bpx2DQ
25 Lenses for Customer Experience - PeopledesignPeopledesign
We can't actually design a person’s experience – we create opportunities to affect an experience. If we think proactively and strategically about a user or customer experience, we increase the odds of improving it.
This PPT deck displays nineteen slides with in depth research. Our Customer Experience Mapping PowerPoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographics for an inclusive and comprehensive Customer Experience Mapping PowerPoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement. http://bit.ly/2UAwOnm
Customer Journey Mapping For Organization PowerPoint Presentation SlidesSlideTeam
This PPT deck displays twenty two slides with in depth research. Our Customer Journey Mapping For Organization Powerpoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographics for an inclusive and comprehensive Customer Journey Mapping For Organization Powerpoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement.
Great CX requires a customer-centric mindset... and a lot of careful work. This guide is your introduction to the basics: why CX is important, how to improve it through customer feedback and surveys, plus tips from 100+ CX experts and a report with plenty of CX trends and stats—so you have everything you need to start delivering an exceptional experience for your customers.
Best practices in customer experience mappingsuitecx
6-step guide to conducting a successful customer journey / customer experience mapping exercise. Over 30 years of expertise goes into this best practice guide.
CX Strategy - Presentation to the Human Centred Design Group, Dubai dubai ...User Vision
We presented to the Dubai HCD group on the topic of customer experience and UX strateby. Stepping away from the tactical methods, what are the elements that make up a successful CX strategy in an organisation? What resources are ideally in place and how to balance the enthusiasm of internal 'fans of UX / CX' with the realities of business? What are some of the most useful deliverables to provide to get a successful CX programme started and sustained? We discuss all of this and more in this presentation.
LEARN WHAT A GREAT TECHNICAL SUPPORT EXPERIENCE AND PASSIONATE CUSTOMER COMMUNITIES CAN DO FOR YOUR BUSINESS- This powerful measurement and focus within your organization can align your business with your customers, deeply understand how your customers feel about you and your products/services and (if leveraged) can propel your business to unprecedented growth.
NPS is a simple measurement but sometimes challenging to implement. Please complete this form to receive a brief summary of:
-Methodology for NPS
-Practical tips for implementing and establishing a customer centric mindset
-Statistical abstracts and results of other practitioners
CX Strategy & Design in the domain of Participatory Energy for RMIT Online course
As customers, how do we overcome disinformation and infoxication to invest in distributed energy resources (DER) or solar energy as an example?
As vendors, how do we build trust, transparency, and independence in relevant information that empower potential customers to engage in renewable energy supply, storage and sharing?
Tips, tricks and detailed steps to produce a customer experience map for your organization, written by experts with over 40 years of combined experience with clients all over the world.
Building A Customer Journey Map PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Building A Customer Journey Map Powerpoint Presentation Slides. This complete deck is oriented to make sure you do not lag in your presentations. Our creatively crafted slides come with apt research and planning. This exclusive deck with seventeen slides is here to help you to strategize, plan, analyse, or segment the topic with clear understanding and apprehension. Utilize ready to use presentation slides on Building A Customer Journey Map Powerpoint Presentation Slides with all sorts of editable templates, charts and graphs, overviews, analysis templates. It is usable for marking important decisions and covering critical issues. Display and present all possible kinds of underlying nuances, progress factors for an all inclusive presentation for the teams. This presentation deck can be used by all professionals, managers, individuals, internal external teams involved in any company organization.
Presenting this set of slides with name - Customer Journey Analysis PowerPoint Presentation Slides. Our topic specific Customer Journey Analysis PowerPoint Presentation Slides presentation deck contains thirty-six slides to formulate the topic with a sound understanding. This PPT deck is what you can bank upon. With diverse and professional slides at your side, worry the least for a powerpack presentation. A range of editable and ready to use slides with all sorts of relevant charts and graphs, overviews, topics subtopics templates, and analysis templates makes it all the more worth. This deck displays creative and professional looking slides of all sorts. Whether you are a member of an assigned team or a designated official on the look out for impacting slides, it caters to every professional field.
It's important to understand how our customer fares through the buying funnel, recording his experience will help business eliminate the friction in the buying process, improved CX and increase Customer NPS. Customer journey mapping is a visual tool to make the customer experience seamless and smooth.
Design for Emotional Value - Create Emotionally Valuable Products and ServicesTimothy Higginson
This slide deck discusses the need for designing for emotional value at the earliest stages of product and service development. Designing for emotional value is in stark contrast to the concept of minimum viable product, and offers a far more successful path to product adoption and user loyalty.
The objective of usability activities at the implementation stage are to ensure that detailed design takes account of usability principles.
This can be achieved by:
use of style guides and design guidelines
ensuring that rapid prototyping activities incorporate usability
Creating Actionable Product Strategy by Turo Director of ProductProduct School
Main Takeaways:
- Measure what matters – Establishing the right metrics and KPIs early on can provide tremendous clarity. Driving towards the wrong goals can result in team misalignment, at best, and a failed product strategy, at worst.
- Distinguish the highest impact ideas from the good ideas
- Most companies have lots of good ideas. PMs must separate the great from the good, and craft product strategies that yield the highest impact outcomes for their customers and business.
Iterate, based on customer feedback & data – Great product strategies should evolve over time, with the ongoing incorporation of customer feedback, data, and stakeholder input. Strategies developed in a vacuum are unlikely to succeed, as are strategies that fail to evolve with the changing needs of customers.
1. Four Product Management mindsets Deploy and balance the Explorer, Analyst, Challenger and Evangelist mindset throughout the product life cycle to avoid common pitfalls and deliver a superior solution.
2. Create context to motivate a high-performing team Practical tips and real-world examples to drive innovation, shared understanding, mitigate risks, and create energy and focus.
3.Understand your profile Evaluate your "go-to" strengths versus where you need to consciously practice, and how to recognize and balance stakeholders’ own.
4. Tools to help you Navigate challenging stakeholder relationships. Emerge with a stronger reputation as a leader when faced with conflicting business priorities, changes in direction, misaligned incentives, resource constraints, unexpected disruptions, and aggressive deadlines.
5. And many more strategies Techniques to say “no” given common stakeholder archetypes, how to diplomatically, authentically yet firmly approach keeping your priorities on track.
Customer Journey Mapping For Organization PowerPoint Presentation SlidesSlideTeam
This PPT deck displays twenty two slides with in depth research. Our Customer Journey Mapping For Organization Powerpoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographics for an inclusive and comprehensive Customer Journey Mapping For Organization Powerpoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement.
Great CX requires a customer-centric mindset... and a lot of careful work. This guide is your introduction to the basics: why CX is important, how to improve it through customer feedback and surveys, plus tips from 100+ CX experts and a report with plenty of CX trends and stats—so you have everything you need to start delivering an exceptional experience for your customers.
Best practices in customer experience mappingsuitecx
6-step guide to conducting a successful customer journey / customer experience mapping exercise. Over 30 years of expertise goes into this best practice guide.
CX Strategy - Presentation to the Human Centred Design Group, Dubai dubai ...User Vision
We presented to the Dubai HCD group on the topic of customer experience and UX strateby. Stepping away from the tactical methods, what are the elements that make up a successful CX strategy in an organisation? What resources are ideally in place and how to balance the enthusiasm of internal 'fans of UX / CX' with the realities of business? What are some of the most useful deliverables to provide to get a successful CX programme started and sustained? We discuss all of this and more in this presentation.
LEARN WHAT A GREAT TECHNICAL SUPPORT EXPERIENCE AND PASSIONATE CUSTOMER COMMUNITIES CAN DO FOR YOUR BUSINESS- This powerful measurement and focus within your organization can align your business with your customers, deeply understand how your customers feel about you and your products/services and (if leveraged) can propel your business to unprecedented growth.
NPS is a simple measurement but sometimes challenging to implement. Please complete this form to receive a brief summary of:
-Methodology for NPS
-Practical tips for implementing and establishing a customer centric mindset
-Statistical abstracts and results of other practitioners
CX Strategy & Design in the domain of Participatory Energy for RMIT Online course
As customers, how do we overcome disinformation and infoxication to invest in distributed energy resources (DER) or solar energy as an example?
As vendors, how do we build trust, transparency, and independence in relevant information that empower potential customers to engage in renewable energy supply, storage and sharing?
Tips, tricks and detailed steps to produce a customer experience map for your organization, written by experts with over 40 years of combined experience with clients all over the world.
Building A Customer Journey Map PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Building A Customer Journey Map Powerpoint Presentation Slides. This complete deck is oriented to make sure you do not lag in your presentations. Our creatively crafted slides come with apt research and planning. This exclusive deck with seventeen slides is here to help you to strategize, plan, analyse, or segment the topic with clear understanding and apprehension. Utilize ready to use presentation slides on Building A Customer Journey Map Powerpoint Presentation Slides with all sorts of editable templates, charts and graphs, overviews, analysis templates. It is usable for marking important decisions and covering critical issues. Display and present all possible kinds of underlying nuances, progress factors for an all inclusive presentation for the teams. This presentation deck can be used by all professionals, managers, individuals, internal external teams involved in any company organization.
Presenting this set of slides with name - Customer Journey Analysis PowerPoint Presentation Slides. Our topic specific Customer Journey Analysis PowerPoint Presentation Slides presentation deck contains thirty-six slides to formulate the topic with a sound understanding. This PPT deck is what you can bank upon. With diverse and professional slides at your side, worry the least for a powerpack presentation. A range of editable and ready to use slides with all sorts of relevant charts and graphs, overviews, topics subtopics templates, and analysis templates makes it all the more worth. This deck displays creative and professional looking slides of all sorts. Whether you are a member of an assigned team or a designated official on the look out for impacting slides, it caters to every professional field.
It's important to understand how our customer fares through the buying funnel, recording his experience will help business eliminate the friction in the buying process, improved CX and increase Customer NPS. Customer journey mapping is a visual tool to make the customer experience seamless and smooth.
Design for Emotional Value - Create Emotionally Valuable Products and ServicesTimothy Higginson
This slide deck discusses the need for designing for emotional value at the earliest stages of product and service development. Designing for emotional value is in stark contrast to the concept of minimum viable product, and offers a far more successful path to product adoption and user loyalty.
The objective of usability activities at the implementation stage are to ensure that detailed design takes account of usability principles.
This can be achieved by:
use of style guides and design guidelines
ensuring that rapid prototyping activities incorporate usability
Creating Actionable Product Strategy by Turo Director of ProductProduct School
Main Takeaways:
- Measure what matters – Establishing the right metrics and KPIs early on can provide tremendous clarity. Driving towards the wrong goals can result in team misalignment, at best, and a failed product strategy, at worst.
- Distinguish the highest impact ideas from the good ideas
- Most companies have lots of good ideas. PMs must separate the great from the good, and craft product strategies that yield the highest impact outcomes for their customers and business.
Iterate, based on customer feedback & data – Great product strategies should evolve over time, with the ongoing incorporation of customer feedback, data, and stakeholder input. Strategies developed in a vacuum are unlikely to succeed, as are strategies that fail to evolve with the changing needs of customers.
1. Four Product Management mindsets Deploy and balance the Explorer, Analyst, Challenger and Evangelist mindset throughout the product life cycle to avoid common pitfalls and deliver a superior solution.
2. Create context to motivate a high-performing team Practical tips and real-world examples to drive innovation, shared understanding, mitigate risks, and create energy and focus.
3.Understand your profile Evaluate your "go-to" strengths versus where you need to consciously practice, and how to recognize and balance stakeholders’ own.
4. Tools to help you Navigate challenging stakeholder relationships. Emerge with a stronger reputation as a leader when faced with conflicting business priorities, changes in direction, misaligned incentives, resource constraints, unexpected disruptions, and aggressive deadlines.
5. And many more strategies Techniques to say “no” given common stakeholder archetypes, how to diplomatically, authentically yet firmly approach keeping your priorities on track.
Customer experience improvement can—and does— drive bottom-line results. So how can we prove that making customers happier can make you and your shareholders happier too?
Your Value Proposition is the reason that customers choose to buy from you, it needs to be a core business skill. This slideshare shows you how to develop compelling value propositions with a focus on B2B companies
Is customer centricity just another management fad? Globally, companies are investing more than USD 10 billion annually to drive customer centric transformations, yet four in five are left unsatisfied.
You want to manage an important Change culture in your firm or team? First, Initiate your Change Story with your Customer needs. Learn to better know him, to better communicate with him to build a relation of Trust & partnership.
1-Self grooming is directly proportional to business grooming...give points
2-KPI self improvement of any person
3-KPI for any business
4-what are the main factors of failing or decreasing business
5-Suggestions for business improvement and growth
6-Use Chat gpt for business growth
7-what next for entrepreneur...
How to Unleash the Hidden Value of a Best Practices Voice of the Customer Pro...Gainsight
Your customer base is a constant feedback generating engine. That information is pure gold to any type of business, but especially recurring revenue companies. Unfortunately, it’s lost in the ether when you don’t have a systematic way to capture that feedback, transform it into insights, actualize those insights, and realize the value from the customer.
We call that infinite feedback loop the Voice of the Customer (VoC).
In this webinar, you’ll learn several actionable tips and tricks to spin up a world-class VoC program, as well as what common pitfalls to avoid along the way. Join Waypoint Group Founder and Principal Steve Bernstein and Gainsight Director of Product Marketing Ganesh Subramanian as they explore what makes VoC so valuable and how you can drive that value in your organization.
For many organizations, key performance indicators (KPIs) are "basic" in name only and are tracked to meet compliance regulations or provide retrospective analysis. There is a need for smarter KPIs, says Michael Schrage, a visiting researcher at the MIT Initiative on the Digital Economy (IDE).
The Experience Audit is one of my favorite tools because it is a completely new perspective in which to look at your customer strategy. In doing the work, you will be better prepared to have more meaningful conversations with your internal teams.
The Experience Audit ask you to look at existing customer behaviors and outcomes because behavior is the end all, be all, of profitable business. Behavior is the proof that your product is meeting needs, that you are delivering meaningful value. Behavior doesn’t lie. It doesn’t say things are worse than they are and it doesn’t sugar coat because they really like the person, but hate the product.
You can have significant financial impact if you focus your efforts on shifting more of your customers toward the attributes and behaviors of your most profitable and naturally satisfied customers. You can create sustainable, measurable results while at the same time reducing the sometimes overwhelming effort involved.
The Experience Audit is one of my favorite tools because it is a completely new perspective in which to look at your customer strategy. By completing the audit you will be better prepared to have more meaningful conversations with your internal teams.
The Experience Audit ask you to look at existing customer behaviors and outcomes because behavior is the end all, be all, of profitable business. Behavior is the proof that your product is meeting needs, that you are delivering meaningful value. Behavior doesn’t lie. It doesn’t say things are worse than they are and it doesn’t sugar coat because they really like the person, but hate the product.
You can have significant financial impact if you focus your efforts on shifting more of your customers toward the attributes and behaviors of your most profitable and naturally satisfied customers. You can create sustainable, measurable results while at the same time reducing the sometimes overwhelming effort involved.
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page pmgdscunsri
Figma is a cloud-based design tool widely used by designers for prototyping, UI/UX design, and real-time collaboration. With features such as precision pen tools, grid system, and reusable components, Figma makes it easy for teams to work together on design projects. Its flexibility and accessibility make Figma a top choice in the digital age.
EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANEFebless Hernane
CapCut is an easy-to-use video editing app perfect for beginners. To start, download and open CapCut on your phone. Tap "New Project" and select the videos or photos you want to edit. You can trim clips by dragging the edges, add text by tapping "Text," and include music by selecting "Audio." Enhance your video with filters and effects from the "Effects" menu. When you're happy with your video, tap the export button to save and share it. CapCut makes video editing simple and fun for everyone!
ARENA - Young adults in the workplace (Knight Moves).pdfKnight Moves
Presentations of Bavo Raeymaekers (Project lead youth unemployment at the City of Antwerp), Suzan Martens (Service designer at Knight Moves) and Adriaan De Keersmaeker (Community manager at Talk to C)
during the 'Arena • Young adults in the workplace' conference hosted by Knight Moves.
Can AI do good? at 'offtheCanvas' India HCI preludeAlan Dix
Invited talk at 'offtheCanvas' IndiaHCI prelude, 29th June 2024.
https://www.alandix.com/academic/talks/offtheCanvas-IndiaHCI2024/
The world is being changed fundamentally by AI and we are constantly faced with newspaper headlines about its harmful effects. However, there is also the potential to both ameliorate theses harms and use the new abilities of AI to transform society for the good. Can you make the difference?
Book Formatting: Quality Control Checks for DesignersConfidence Ago
This presentation was made to help designers who work in publishing houses or format books for printing ensure quality.
Quality control is vital to every industry. This is why every department in a company need create a method they use in ensuring quality. This, perhaps, will not only improve the quality of products and bring errors to the barest minimum, but take it to a near perfect finish.
It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
So, this presentation points designers to some important things that may be missed by an editor that they could eventually discover and call the attention of the editor.
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
Fonts play a crucial role in both User Interface (UI) and User Experience (UX) design. They affect readability, accessibility, aesthetics, and overall user perception.
3. ROI ~ What do you need to know?
• The return on investment is a widely used financial metric for measuring the probability of
gaining a return from an investment
• It is a comparison metric useful in evaluating the potential return from a stand-alone
investment as it is in comparing returns from several investments
4. ROI ~ Disadvantages
ROI does not account for how long an investment is held - the time value of money
ROI does not account for the risk of the investment
NPV (Net Present Value) is an equivalent metric that offers the time value of money.
5. Calculation
ROI: Net Return on Investment / cost of investment ×100%
Net return: initial value - final value
Initial value: You invested $200 on an NFT.
Final value: You sold it for $250
Net return: $50
ROI: (50/ 200) * 100 = 25%
7. Impact
Means “having an effect or influence on someone or something”
Expands the boundaries of ROI to include perception and sentiment. It is VOI, value on
investment.
• Can help evaluate the potential worthiness of investments. But it does not necessarily
represent $ value.
• Can represent uptick in positive sentiment, customer advocacy, brand awareness.
• Can represent reduced risks to brand, earning customer trust.
9. UX and Business Metrics
UX outcomes
How does delivering a great experience improve someone’s life?
What problems need to be solved to reduce friction for our users?
How can we add better customer value than our competitors?
Where can we delight our users to become a memorable brand?
Business Metrics
What should be true to increase our margin and revenue?
What needs to be true to reduce costs and save $?
How do we increase our differentiation among competitors?
How do we increase our market share?
10. UX and Business Metrics
UX outcomes
UX success Metrics
Indicate the progress towards making a true
difference in the user’s life
Business Outcomes
Key Performance indicators
Indicate the progress towards achieving the
business metrics
11. Business metrics & KPIs
Business Metrics KPIs
Increase in revenue Increased customers, profit margins, basket value,
margin value, donor growth and donations
Decrease in costs
Reduced customer support
Reduced cost of customer acquisition
Retention/churn Increased engagement (DAU)
Reduced # of customer exits
Satisfaction / Loyalty Increase in customer lifetime value (CLV), loyalty
(NPS) and referrals
Employee retention Increased productivity and turnover rate
12. UX Metrics and Methods
Qualitative
Perception
Usefulness
Perception of value
Intuitiveness
Autonomy
Empowerment
Perception of effort
Confidence to take action
Trustworthiness
Usability Metrics
( Qual + quant)
Success rate
Time on task
Error rate
Surveys
Satisfaction rating
Ease-of-use rating
Perceived usability
Questionnaire scores
(NPS, SUS, SUPR-Q)
Analytics
Time to adopt
# New accounts opened
Frequency of return visits
Feature usage
Conversion rate
Engagement rate
Renewal rate
Churn
Completion rate
Error counts & rate
Operational
# Customer-support tickets
# Phone calls, chats, emails,
texts
Training hours required
# Number of client
complaints
Average handle time
# First time resolutions
14. Impact depends on 2 factors
1. The stage of the
product
2. The maturity of the
company
15. 1. The stage of the product
Early-stage products, until they establish market fit depend on qualitative metrics and
methods like generative UX research to:
• Reduce the risk of creating products that are not valuable to customers
• Unlock innovation opportunities that may not be evident but latent
Avoiding risks and opportunity costs are challenging to prove in terms of impact
Later stage product companies can and need to leverage qualitative metrics. If they only rely
on quantitative, that demonstrates their level of maturity.
16. 2: The maturity of the company
This plays a big role in how you can define and measure impact. Here are the signs:
• Low maturity companies depend on surveys and usability testing and basic UX design.
• Not a lot of focus to defining and tracking analytics to drive decision-making.
• Not a lot of focus to continuous discovery, design systems, interaction design, UX writing.
• Their decisions are mostly biased towards business metrics.
18. In 4 steps
1. Understand the topline
and bottom-line business
metrics that matter
2. Understand the
associated KPIs and the
supporting calculation
3. Identify the UX metric
and the supporting
calculation
4. Validate the conversion
of UX metric and KPI
calculation with
stakeholders
19. Worked out example 1
1. Business Metric
Revenue from customer
subscriptions
2. KPI
Conversion rate
Customer NPS
3. UX Metric
Time to complete
onboarding tasks
Intuitive design to reduce
errors
4. Validate the
equation
Compare the cost of
design with the revenue
from conversion and the
impact of NPS
20. Worked out example 2
1. Business Metric
Save Marketing costs
and increase EBTIDA
(profitability)
2. KPI
Reduced CAC
(customer acquisition
cost)
3. UX Metric
Measure the no. of
referrals from the newly
designed referral page.
4. Validate the
equation
Compare the cost of design
with saved cost in
acquisition via referred
customers.
21. Worked out example 3
1. Business Metric
Market fit of a product
(MVP) by increasing
customer base and DAU
2. KPI
No. of customers willing
to sign up and use the
product
3. UX Metric
Users find the product
useful and usable.
Frequency and depth of
page visit
4. Validate the
equation
Compare the cost of
research and usability
testing to product
marketing, traffic, and
impact of bad reviews.
24. 1. Dumbfounded
Or awestruck.
• We presume that user experience is something everyone cares about.
• We assume that the premise of empathy and making it easier for users is just understood by
everyone.
Yes and…
25. 1.Dumbfounded Expect it!
As UXers the priority we assign to experiences need not be shared by stakeholders.
• Do we share the marketing manager’s concerns about choosing the right social channels to
show positive ROI?
26. Expect it. Initiate it
Let us:
• Expect it.
• Assume good intent that they are asking for understanding.
• Learn to communicate with calculation wherever we can.
• Influence to expand their view to include qualitative nature of the impact beyond numbers.
• As we get good at this, Initiate it!
27. 2. Getting offended
Alan Cooper once wrote that the value of design should be obvious to everyone in the
organization.
“If your boss is asking you to quantify the value of your work, you need to understand that your
work indeed has no value.
Not at that company. Not with that boss.”
28. 2. Getting offended
Alan goes on to suggest there are only two alternatives for this situation:
1) Accept that you and your situation are a valueless combination
2) Go some place where your work is valued. Go somewhere that doesn’t ask the value of your
work, but instead values your work!”
29. 2. Getting offended Be objective
Despite being Alan’s fan,
• This is an entitled point of view - Not everyone has the luxury to quit their jobs
• This is also misguided as it shuts down our role in being a change agent
30. 2. Getting offended Be objective
Don’t miss the signs.
• If you are an in-house UX professional, then some decision maker in your company has valued the
need for your role, your competency to hire you.
• That’s undeniable proof they see at least see some ROI / benefit / impact from UX.
31. 2. Getting offended Be objective
Let us acknowledge a few basic realities.
• A well managed business should allocate their resources thoughtfully to be viable.
• They should worry about where to spend the valuable dollars to retain customers.
• It is natural for teams to advocate for their own cause over another and a rational evidence-based
allocation is key.
• Our work is not academic – It is in service of enabling a business to make money by serving customers.
Not acknowledging these is not fair or a demonstration of empathy.
It shows a lack of awareness of the context within which our work shines.
32. 3. Being defensive
• We feel the need to defend design and educate our stakeholders.
• We start quoting examples and surveys to communicate the value of design.
This is not necessarily wrong or unhelpful. Sometimes misguided.
33. 3. Being defensive
When you are struggling to lose weight with a particular diet, think about the value of :
• One more motivational video
• A statistic from the health department on BMI
• A blog on cardio and weight training
What you will value is:
• Specific guidance on pitfalls of the diet you follow, you may not be aware of
• Helpful tweaks you can make to your diet
34. 3. Being defensive Be relatable
Providing examples from the industry is not going to help this business.
You want to find a way to connect the dots within your product, company and branding.
• Can you express the how the quality of the experience your design provides contributed to UX success
metrics (refer slide 10)
You need a baseline measurement to do that. Have you established that? that enables you to do that?
• Are you having cross team conversations? Can your customer success team endorse your efforts have
driven less number on onboarding related support calls? - More powerful than numbers)
Start there. Be relatable. Reshape the world view.
35. A reason to support ROI
and Impact conversations
36. Why measuring can be good?
How do you define or execute against a mission like:
“Create an outrageously seamless experience” “Create a super-amazing experience!”
How do you demonstrate that you have crafted a delightful experience to a peer team that
differs with you?
How do you ensure that your delightful experience is getting more delightful, adding more
value to the user?
37. Why measuring can be good?
Now consider this:
• Reduce abandonment rate by 5%
• Reduce support calls by 3% with better product page
• Increase conversion rate by 5% by simplifying onboarding
• Secure 70% or above in usefulness rating from customer interviews/ surveys (Early stage)
38. Why measuring can be good?
The definition of ROI or impact helps a team to rally around something
Inspiring,
Specific &
Tangible
that they can hold themselves accountable to.
39. The next time… When people ask about ROI,
don’t answer it immediately.
40. You know to be better
• You will not be dumfounded and initiate the conversation.
• You know to empathize without getting offensive or defensive.
• You know to define, create and measure impact accounting for the stage of the product
and the maturity of the organization.
41. You will explore deeper
You will know to gather:
• what the company cares about – what they openly tout not what they just claim.
• what part of the product worries them.
• what about the customers they want to learn about.
• what are the known problems about measuring.
• what they are being measured on.
• what you are being measured on.
42. You know to work the 4 steps
1. Understand the topline
and bottom-line business
metrics that matter
2. Understand the
associated KPIs and the
supporting calculation
3. Identify the UX metric
and the supporting
calculation
4. Validate the conversion
of UX metric and KPI
calculation with
stakeholders
43. You will feel ready to
To discuss this topic with
empathy, confidence, and conviction
and lead with a thoughtful point of view!
45. Hi . I work in the realm of
Experience, growth and strategy,
the 3 pillars of innovation.
I am also the founder of
careernext.me
This is me at LinkedIn.
Appreciate you sending a message with your invite.
46. Links and
References
ROI foundations
Detailed examples on ROI calculation
Data driven vs Data informed
Calculating ROI
Setting Metrics
Challenges of identifying UX success metrics
Opportunities with ROI conversations
Metrics vs Experience
3 Myths about ROI
48. Qualitative metrics cannot tell you
• The degree to which people love, hate, or are indifferent to your product or any of its specific features
• Whether a change increases or decreases people’s trust in your product over time
• How simple and easy to use your product is perceived to be
• How people see your product versus other similar products in the market
• What things people most want changed, added, or fixed
• How people will want to use your product as time passes
49. Quantitative metrics cannot always
• Equip you with the adequate confidence to make decisions
• Exception: PRE product-market fit phase.
• Reduce the likelihood of risks – but they cannot guarantee success. Actual user behaviors do.
50. You need the right triangulation of
of metrics
• Qualitative, Quantitative and competitive
• Lagging and Leading metrics
• Outcome and Progress metrics
To make data-informed decisions – beyond data driven and metric savvy.
51. ROI ~ IRR and NPV
ROI vs IRR (Internal rate of return)
ROI indicates total growth, start to finish, of an investment, while IRR identifies the annual
growth rate. While the two numbers will be roughly the same over the course of one year, they
will not be the same for longer periods.
ROI vs NPV (Net Present Value)
NPV measures the cash flow of an investment; ROI measures the efficiency of an investment. ...
NPV calculates future cash flow; ROI simply calculates the return that the investment produces.
NPV cannot determine the dedicated investment; ROI can be easily manipulated to the point of
inaccuracy
52. Impact depends on 2 factors
1. The maturity of the company plays a big role in how you can define and measure impact.
2. The stage of the product plays a critical role in how you can define and measure impact.