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UX metrics

Área
Company Name

!1
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Company Name

!2
Área
Company Name

!3
Área
Company Name

!4
Área
Company Name

!5
Área
Área
Company Name
Company Name

!6
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
Área
Área
Company Name
Company Name

Concept validation

Design etnography/Personas

Trend research

Usability tests

Design etnography
!7
“How do we know that this
idea will work?”

Área
Área
Company Name
Company Name

!8
“Is this product good?”

Área
Área
Company Name
Company Name

!9
“How can we improve?”

Área
Área
Company Name
Company Name

!10
“Where should we invest?
Design this or engineer this”

Área
Área
Company Name
Company Name

!11
“Did the latest design we
did have the effect we
expected?”

Área
Área
Company Name
Company Name

!12
“Which of these
improvements is the most
important?”

Área
Área
Company Name
Company Name

!13
Quantitive

Qualitative

Área
Área
Company Name
Company Name

!14
Quantitive
How many? How much?
How often? How much more?

Qualitative
Why? Why not? How?
How come? What do they think?
Área
Área
Company Name
Company Name

!15
Quantitive
How many? How much?
How often? How much more?

Área
Área
Company Name
Company Name

!16
1. Are they happy 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
Área
Company Name

!18
1. Customer Satisfaction Index
Customers general satisfaction after having used the product
or service.
Scale: 0- 100
!
!
!

Área
Área
Company Name
Company Name

!19
1. Customer Satisfaction Index
Comparable to other companies
(No one wants to be the last…)
!
!
!

Área
Área
Company Name
Company Name

!20
Área
Área
Company Name
Company Name

!21
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
Área
Área
Company Name
Company Name

!23
2. Success rate

Área
Área
Company Name
Company Name

!24
9
metrics
http://blog.kissmetrics.com/9-metrics/

Área
Company Name

!25
3. People Person Love Score
Measured with a questionnaire by users after having used the
service.
!

PPLS: Person-Product Love Scale
!
!
!
!
!

Área
Área
Company Name
Company Name

!26
Área
Área
Company Name
Company Name

!27
When?

Área
Company Name

!28
Before launching
After launching

Área
Company Name

!29
Task 1
How do you know your
service/product is successful?
Define how you can quantify this.
!

10 min
!
!
!
!
!
Área
Área
Company Name
Company Name

!30
Task 2
What are the 3 main tasks?
Define 3 critical tasks for your service product
!

10 min
!
!
!
!
!
Área
Área
Company Name
Company Name

!31
Área
Company Name

!32
Área
Company Name

!33
Task 3
Place your main tasks on your
experience map
You can still change them…
!
!

10 min
!
!
!
!
Área
Área
Company Name
Company Name

!

!34
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
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.
!

5 min
!
!
!

Área
Área
Company Name
Company Name

!

!36
Qualitative
Why? Why not? How?
How come? What do they think?
Área
Área
Company Name
Company Name

!37
Questions?
remko@tid.es
twitter.com/remkovermeulen

Área
Company Name

!38

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