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UX metrics - Elisava
This document discusses user experience (UX) metrics that can be used to evaluate a product or service. It identifies several types of metrics that provide both quantitative and qualitative insights. Quantitative metrics include customer satisfaction indexes, success rates of critical tasks, and person-product love scores. Qualitative research includes design ethnography, concept validation, and trend research. The document provides examples of specific metrics like completion rates and questionnaires. It also suggests that companies define critical tasks, map the user experience, and identify when to test metrics like customer satisfaction indexes.
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UX metrics - Elisava
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- 7. Insights Which parts/features do usersreally use? What does the target group think of the concept? Where do users run into problems? Does this concept adapt to our target groups? How does our UX compare to our competitors? What other products/ideas are our there? UX metrics Benchmarking Is the terminology we used understandable? How does target group change per country? What trends are there to take into account? What needs do users have that we didn’t cover yet? Analytics/Usability tests UX metrics/Usability tests Design etnography Área Área Company Name Company Name Concept validation Design etnography/Personas Trend research Usability tests Design etnography !7
- 8. “How do weknow that this idea will work?” Área Área Company Name Company Name !8
- 9. “Is this productgood?” Área Área Company Name Company Name !9
- 10. “How can weimprove?” Área Área Company Name Company Name !10
- 11. “Where should weinvest? Design this or engineer this” Área Área Company Name Company Name !11
- 12. “Did the latestdesign we did have the effect we expected?” Área Área Company Name Company Name !12
- 13. “Which of these improvementsis the most important?” Área Área Company Name Company Name !13
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- 15. Quantitive How many? Howmuch? How often? How much more? Qualitative Why? Why not? How? How come? What do they think? Área Área Company Name Company Name !15
- 16. Quantitive How many? Howmuch? How often? How much more? Área Área Company Name Company Name !16
- 17. 1. Are theyhappy using it? Customer Satisfaction Index ! 2. Is it effective? Success rate: % ! 3. Would they use it again? Engagement: People Person Love Score Área Área Company Name Company Name ! !17
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- 19. 1. Customer SatisfactionIndex Customers general satisfaction after having used the product or service. Scale: 0- 100 ! ! ! Área Área Company Name Company Name !19
- 20. 1. Customer SatisfactionIndex Comparable to other companies (No one wants to be the last…) ! ! ! Área Área Company Name Company Name !20
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- 22. 2. Success rate %Of users who finish critical tasks. ! Critical task are those most important ones articulating the value proposal of the product or service. They are usually between 3-5, but can vary from product to product. ! ! ! ! Área Área Company Name Company Name !22
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- 24. 2. Success rate Área Área CompanyName Company Name !24
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- 26. 3. People PersonLove Score Measured with a questionnaire by users after having used the service. ! PPLS: Person-Product Love Scale ! ! ! ! ! Área Área Company Name Company Name !26
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- 30. Task 1 How doyou know your service/product is successful? Define how you can quantify this. ! 10 min ! ! ! ! ! Área Área Company Name Company Name !30
- 31. Task 2 What arethe 3 main tasks? Define 3 critical tasks for your service product ! 10 min ! ! ! ! ! Área Área Company Name Company Name !31
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- 34. Task 3 Place yourmain tasks on your experience map You can still change them… ! ! 10 min ! ! ! ! Área Área Company Name Company Name ! !34
- 35. Task 4 Per task,define the precise steps How would you measure each step. Is this a button click, a form submission? Write it down/draw on paper ! 15 min ! ! ! Área Área Company Name Company Name ! !35
- 36. Task 5 For yourservice or product, when & how would you test the CSI/PPLS? Think when would be best to test the CSI/PPLS for your precise product. ! 5 min ! ! ! Área Área Company Name Company Name ! !36
- 37. Qualitative Why? Why not?How? How come? What do they think? Área Área Company Name Company Name !37
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