2. Introduction
• Measuring things
• Organisations and people in them love to
measure things
• Gather compare and analyse data
• Defines issues and problems - discover the
gap/s
• Develop plans and new projects based on that
data
3. Stuff we love to look at
• Base line’s
• Targets
• KPI’s
• Statistics
• Analytics
• Page hits
• Number of followers
• Drop out rates
• Number of posts
• Page load times
• Files sizes
• Customer satisfaction
• Exit pages
• Referral pages
• Broken links
• No Get requests
• Language rating
• Number of impressions
• Number of likes
• Click through rates
• Number of websites
• WCAG compliance
5. Why ?
• Do we understand the aim ?
• Are we connected to the goal ?
• Is it just something we just have to do ?
• Are we SMART about what we measure ?
• Do we consider understand the difference
between KPI’s and continuous quality
improvement ?
• Is it just because it’s in the business plan ?
• Is it a figure a have to reach that someone has
just picked ?
7. KPI’s
KPI’s
• Help organisations understand how well they
are performing in relation to their strategic
goals
• Global indicators often average based
• Linked to business plans
• Required and valuable
9. SMART
• S - specific
• M - measurable
• A - attainable
• R - relevant
• T - timely
10. SMART
• S - specific
• M - measurable
• A - attainable
• R - relevant
• T - timely
11. Relevant to what ?
There is a national push to increase
online service delivery.
Its more cost effective.
Is it about the number then ?
12. Is it about the number then ?
• Does cost avoidance/saving come from the
number of online services ?
• Does satisfaction come from more online
services
• More = better brand ?
• The role of
– Channel shift
– Channel retention
17. Product over project
• Projects end
• Products remain
• This is the web
– its fluid
– change is easy apparently
– cost of change generally low
18. Continuous quality improvement
• Services are constantly evaluated and
improved based on efficiency, effectiveness
and value.
• Retention focused
19. Iterative design
• We don't know everything upfront
• Things change they always do
• Product informed by measurement
• Only do what you need now
• Allow for end goal to be refocused
20. Tying it all together
• Product service life cycle
• Requires measurements
• Uses that data
• Increases likelihood of retention and migration
Measuring things.
Organisations and people in them love to measure things.
Gather compare and analyse data.
Develop plans and new projects based on that data.
We love to measure stuff. And we should its not like its a bad thing. Comparing last years page counts with this years.
Meetings about the results, often by different units within our organisations that don't get what you do.
What should be included what's valid what isn't.
What would the result mean, am I failing in my job. Is it a target someone has picked that I just need to reach ?
Lets be honest we can measure lots of stuff.
Do we understand why we are measuring things ? Do we have enough buy in to make it a priority and a focus ? Do we see value in it ?
Is there a base line ? This is far to often an assumtion aboutt he current state. A lot of time can go into getting this and makign sure its accutrate.
S - specific
M –measurable
A - acheivable
R - relevant
T - timley
Data and the conecpt behind measuring and reporting can often be so ingrained into orgaisational culture that we do it because that’s what we thing has to be done. But is it ?
Is having a measurment and then spending time to gather the data justified ?
Key performance indicators.
Absolutely fundamental tool for an organisation in understanding successfulness in direction and alignment with strategic goals.
They do provide a litmus test for the general approach and direction but how do you apply any action for this deeper than a new strategic direction.
Put simply can the application of a global average truly help improve things within the online channel ?
Business plans are a vital part of any successful business.
They link people with a direction of the organisation and provide a basis for achievement plans and can bring some people value in their roles at a global level.
Today’s focus is not about KPI’s, global targets, reporting Statistics or measurement tools.
We are not going to be looking at specific things to measure and ways to go about it. I am not going to focusing on differtn web stats and analyitics nor the tools that could be used to gather that data.
What we are going to be looking at is a usage of data. Taking some measurments and doing real things with them.
How we go about it is a different story.
Measurement at the end of the project often results in a new project
