7. Insights
Which parts/features do
users really 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
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Concept validation
Design etnography/Personas
Trend research
Usability tests
Design etnography
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8. “How do we know that this
idea will work?”
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15. Quantitive
How many? How much?
How often? How much more?
Qualitative
Why? Why not? How?
How come? What do they think?
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16. Quantitive
How many? How much?
How often? How much more?
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17. 1. Are they happy using it?
Customer Satisfaction Index
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2. Is it effective?
Success rate: %
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3. Would they use it again?
Engagement: People Person Love
Score
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19. 1. Customer Satisfaction Index
Customers general satisfaction after having used the product
or service.
Scale: 0- 100
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20. 1. Customer Satisfaction Index
Comparable to other companies
(No one wants to be the last…)
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22. 2. Success rate
% Of users who finish critical tasks.
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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.
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26. 3. People Person Love Score
Measured with a questionnaire by users after having used the
service.
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PPLS: Person-Product Love Scale
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30. Task 1
How do you know your
service/product is successful?
Define how you can quantify this.
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10 min
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31. Task 2
What are the 3 main tasks?
Define 3 critical tasks for your service product
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10 min
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34. Task 3
Place your main tasks on your
experience map
You can still change them…
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10 min
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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
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15 min
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36. Task 5
For your service or product,
when & how would you test
the CSI/PPLS?
Think when would be best to test the CSI/PPLS for your
precise product.
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5 min
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37. Qualitative
Why? Why not? How?
How come? What do they think?
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