The document discusses using a balanced scorecard approach to measure user experience. It provides an overview of balanced scorecards and their four perspectives: financial, customer, internal processes, and learning and growth. It then shows how user experience strategies and objectives can be mapped to each of the four perspectives in a user experience balanced scorecard. For example, under the financial perspective, objectives could include increasing revenue and reducing costs, while under customer it could focus on increasing conversions, retention, and loyalty. The document provides examples of objectives, measures, targets, and initiatives that could be included in a user experience balanced scorecard.