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Measuring Design Success
@timgale
Data ManagementLoan Assessment
About Me
Online Service
@timgale
What is success?
@timgale
The accomplishment of an aim or a purpose.
What is success?
@timgale
What is success?
The accomplishment of an aim or a purpose
that achieves an outcome.
@timgale
What is good design?
@timgale
What is good design?
Two of the most important characteristics of
good design are discoverability and
understanding.
– Don Norman
“
”
@timgale
Design is iterative. Things evolve.
Design
Learn
Test
@timgale
If you can’t measure something,
you can’t control it
“
”
@timgale
The process
@timgale
The Trio of Design MeasuresThe Trio of Design Measures
@timgale
Measure 2
Company
Performance
Measure 3
Team
Maturity
Measure 1
User
Satisfaction
@timgale
Measure 1
User Satisfaction
@timgale
Understand your user’s needs
@timgale
We believe that …….
For…….
Will achieve……
We’ll know this to be true when…….
@timgale
We believe that [doing this]
For [these people]
Will achieve [this outcome]
We’ll know this to be true when [we see this behaviour]
@timgale
We now need to test our hypothesis
@timgale
Accompany Usability Testing with
short surveys
@timgale
Test Level Satisfaction
System Usability Scale
@timgale
SUS
@timgale
Task Level Satisfaction
After Scenario Questionnaire
@timgale
ASQ
@timgale
Under One Roof
Scenario
@timgale
@timgale
Approaching a problem for internal users
can be a completely unique challenge.
@timgale
Start small and build up relationships
@timgale
Empathy is key
@timgale
Model OfficeModel Office
@timgale
Contextual Inquiry
Discovery Workshops
Call Listening
SUS Survey
Tools
@timgale
SUS score for benchmarking
Feedback to share
Paper Forms to review
Outputs
@timgale
Buy-in from Stakeholders
Appreciation from participants
Improved Assessment process
Outcomes
@timgale
Company Performance
Measure 2
@timgale
Are we meeting the business goal?
@timgale
Key Metrics
Engagement
Time
Retention
@timgale
Does it save us money?
Does it make us money?
The bottom line:
@timgale
How likely are you to recommend this service to a
friend or colleague?
“
”
@timgale
0 1 2 3 4 5 6 7 8 9 10
Detractors Passives Promoters
Not at all likely Extremely likely
How likely are you to recommend [COMPANY] to a friend or colleague?
-100 0
@timgale
@timgale
@timgale
NPS: It’s better than doing nothing at all.
@timgale
Asking someone about what they’ll do in the future
isn’t about loyalty. It’s about optimism.
@timgale
Enter... the KEIs
@timgale
Key Experience Indicators
aNPS
Time on task
Time to first action
@timgale
Team Maturity
Measure 3
@timgale
Did you improve your design process?
@timgale
Team Empathy Score
@timgale
Maturity Matrix
@timgale
Be honest about where you are. Are you doing
everything you can to produce the best
results?
@timgale
Start with the holy grail of a design process
and work backwards from there to where you
are now.
Understanding of our users
Confidence in making decisions
Consistency in design
@timgale
Takeaways
@timgale
Don’t position user research as optional
@timgale
Just measure something
@timgale
Thanks for listening
@timgale
References
NPS
● https://articles.uie.com/net-promoter-score-considered-harmful-and-what
-ux-professionals-can-do-about-it/
KEIs
● https://medium.com/@tsharon/key-experience-indicators-how-to-decide-
what-to-measure-8b948a6a86b9
@timgale
References
Team Maturity
● https://monzo.com/blog/2018/06/25/monzos-transparent-engineering-pro
gression-framework/
● https://www.gov.uk/government/publications/7-lenses-maturity-matrix

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