Communicating the ROI of UX from The Enterprise to The Streets (JD Buckley at Enterprise UX 2018)
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JD Buckley: "Communicating the ROI of UX from The Enterprise to The Streets" Enterprise UX 2018 • June 14-15, 2018 • San Francisco, CA, USA http://enterpriseux.net
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Communicating the ROI of UX from The Enterprise to The Streets (JD Buckley at Enterprise UX 2018)
- 1. JD Buckley, UX Strategy & Research, ADP Studio 55 Communicating the ROI of UX from The Enterprise to The Streets
- 2. I N S P I R E D B Y G R E AT I N N O VAT O R S one THE INTRO - Michael Westcott, President, Design Management Institute
- 3. I N S P I R E D B Y G R E AT I N N O VAT O R S one THE INTRO
- 4. I N S P I R E D B Y G R E AT I N N O VAT O R S one THE INTRO
- 5. I N S P I R E D B Y G R E AT I N N O VAT O R S THE INTRO
- 6. THE INTRO
- 7. I N S P I R E D B Y G R E AT I N N O VAT O R S THE INTRO
- 8. I N S P I R E D B Y G R E AT I N N O VAT O R S THE INTRO UX Investments Revenue/Profits
- 9. I N S P I R E D B Y G R E AT I N N O VAT O R S THE INTRO UX Investments Revenue/Profits
- 10. I N S P I R E D B Y G R E AT I N N O VAT O R S THE INTRO UX Investments Revenue/Profits PROVE IT!
- 12. I N S P I R E D B Y G R E AT I N N O VAT O R S THE ENTERPRISE Studio 55/ ADP Pasadena Innova3on Center
- 14. THE ENTERPRISE
- 15. THE ENTERPRISE Studio 55/ ADP Pasadena Innova3on Center “The Moment of Realization”
- 18. THE ENTERPRISE ATTITUDE METRICS TOP TASKS COMPANY KPI’S + NPS SALES GROWTH CALL CENTER VOLUME PROFITS TASKS & ATTITUDE METRICS UX METRICS BASELINE TASKS & ATTITUDE METRICS REDESIGN +
- 19. THE ENTERPRISE Task 2Task 1 Task 3 Task 4 Task 5 Top Tasks Benchmark Research What Are Users Most Important Tasks? How Did Users Perform When Attempting to Accomplish Tasks? Data visualization by Kristy Lee
- 20. THE ENTERPRISE
- 21. THE ENTERPRISE
- 22. THE ENTERPRISE 1. Clarify representative audience 2. Identify customer tasks 3. Define UX metrics 4. Benchmark the current experience 5. Compare redesign to the benchmark 6. Connect to company KPIs
- 23. THE ENTERPRISE
- 24. THE ENTERPRISE
- 25. THE ENTERPRISE
- 26. THE ENTERPRISE
- 27. THE ENTERPRISE
- 28. THE ENTERPRISE UX METRICS: ATTITUDE & TASK METRICS COMPANY METRICSASSUMPTIONS: BENCHMARK VS. REDESIGN Net Promoter SUS NPS score will increase System Usability Score (SUS) will increase Efficiency will increase resulting in improved time on taskEfficiency • Increase in Sales Growth Effectiveness Completion rate will increase resulting in increased effectiveness Perceived Difficulty Perceived difficulty will decrease resulting in improved ease of use Perceived Time Perceived time will improve resulting in improved ease of use Satisfaction Usability will improve resulting in increased user satisfaction • Increase in Customer Experience NPS Trust/Reliability will increase Trust/Reliability About the Product • Increase in Client Retention Trust/Reliability about Product Information Trust/Reliability about Product Information will increase • Decrease in Contact Volumes • Decrease in Contact Volumes • Decrease in Contact Volumes • Decrease in Contact Volumes • Increase in Customer Experience NPS • Increase in Customer Experience NPS
- 29. THE ENTERPRISE UX $+ =
- 30. THE ENTERPRISE T O P TA S K # 1 “ I N E E D T O … ” S TAT E M E N T D E S C R I B I N G T O P TA S K S I N U S E R S O W N L A N G U A G E ” A R C H E T Y P E # 1 P R I M A RY A R C H E T Y P E # 2 S E C O N D A RY T O P TA S K # 2 “ I N E E D T O … ” S TAT E M E N T D E S C R I B I N G T O P TA S K S I N U S E R S O W N L A N G U A G E ” Roadmap Item #1 Roadmap Item #2 User Goal Problem SolvedProblem Solved Success MetricsSuccess Metrics Roadmap Item #3 Roadmap Item #4 Roadmap Item #5 A R C H E T Y P E # 2 P R I M A RY Roadmap Item #3 Roadmap Item #4 Roadmap Item #5 User Goal User Goal User Goal Problem Solved Problem Solved Problem Solved Connecting Top Tasks to Road Map Items
- 31. THE ENTERPRISEhttps://www.visioncritical.com/employee-satisfaction-service-profit-chain/ Service Profit Chain Model
- 32. THE ENTERPRISE 1 2 3 4 5 Employment Tax Wage Garnishments 3.47 4.03 3.923.85 3.71 3.36 Benchmark Study 1 Study 2 Satisfaction Not at all satisfied Very satisfied Neutral Product 1 Benchmark Study 1 Study 2Benchmark Study 1 Study 2 Product 2
- 33. THE ENTERPRISE ?
- 34. I N S P I R E D B Y G R E AT I N N O VAT O R S one THE STREET
- 35. I N S P I R E D B Y G R E AT I N N O VAT O R S one THE STREET
- 36. I N S P I R E D B Y G R E AT I N N O VAT O R S one THE STREEThttp://www.bradycampaign.org/
- 37. I N S P I R E D B Y G R E AT I N N O VAT O R S THE STREET
- 38. one THE STREET
- 39. I N S P I R E D B Y G R E AT I N N O VAT O R S THE STREET 1. Clarify representative audience 2. Identify customer tasks 3. Define UX metrics 4. Benchmark the current experience 5. Compare redesign to the benchmark 6. Connect to company KPIs
- 40. I N S P I R E D B Y G R E AT I N N O VAT O R S THE STREET 1. Clarify representative audience 2. Identify customer tasks 3. Define UX metrics 4. Benchmark the current experience 5. Compare redesign to the benchmark 6. Connect to company KPIs& &
- 41. THE STREET
- 42. one THE STREET Step 1 - Clarify a Representative Audience
- 43. I N S P I R E D B Y G R E AT I N N O VAT O R S THE STREET
- 44. THE STREET Advocacy National Health Education Standards Decision-Making Interpersonal CommunicationSelf-Management Goal-Setting Assessing Information Core Concepts Analyzing Influences Step 2 - Identify Customer Tasks
- 45. I N S P I R E D B Y G R E AT I N N O VAT O R S one THE STREET U X M E T R I C S A S S U M P T I O N S : A N A L O G U E V S . D I G I TA L “ W H E R E ’ S D A RY L ” K P I ’ S Engagement Increase in Engagement will lead to more teacher downloads of kits and purchase of class materials • Use a decision-making process to examine risky social and dating situations. Health Standards - S27 Awareness Increase in number of students who improve scores on post program survey vs. pre program survey Increase in views of short “Where’s Daryl” videos • Increase awareness of how the presence of weapons increases the risk of serious violent injuries • Increase awareness of behavioral and environmental factors associated with major causes of death in the US. • Analyze how the media portrays guns Health Standards - S3, S9, S16, S17, Usefulness Increase in teachers implementing program by jurisdiction Increase in number of students who have completed course Increase in number of middle schools who have in each jurisdiction who have completed courses • Apply a decision-making process to a variety of situations that impact mental, emotional, and social health • Analyze the importance of setting personal boundaries for privacy, safety, and expressions of emotions and opinions. Health Standards - M20, M24 Education Increase in % of students who improve scores on post program survey vs. pre • Increase in students ability to identify and report dangerous gun related situations • Demonstrate skills to avoid or escape a potentially violent situation Health Standards - S3 & S9, S20, M30 Knowledge Sharing Increase in teachers sharing knowledge of program across schools, districts, jurisdiction Increase in social media mentions/sharing , (Snapchat, Instagram) by students/teachers • Support changes to promote safety in the home, school, and community. Health Standards - S37 Steps 3 & 6 - Define UX Metrics & Connect to KPIs
- 46. THE STREETKordic, Timothy & Plant, Aaron & Ruffino, Elisa & Amatullo, Mariana & H. Moon, Maria & Lamb, Kerry. (2014). “Where's Daryl?”: Results of a gun violence prevention-education program in Los Angeles Unified School District. Results & Outcomes 725 students completed the baseline survey 712 students completed the follow-up After students participated in the program: •Students had a statistically significant increase in 5 of 16 items assessing negative attitudes towards guns •Students had a significant increase in knowledge in 4 of 7 items •Overall gain in knowledge was significant Teachers were very positive about “Where’s Daryl?” •86% said it was engaging for students •71% said lessons were effective •Only 43% of teachers had discussed guns with students before implementing the program Step 4 & 5 - Benchmark Current Experience & Compare New Experience to Benchmark
- 47. I N S P I R E D B Y G R E AT I N N O VAT O R S THE STREET “Where’s Daryl” | DesignMatters
- 48. one THE STREET “Where’s Daryl” | DesignMatters
- 49. one THE STREET “Where’s Daryl” | DesignMatters
- 50. I N S P I R E D B Y G R E AT I N N O VAT O R S one THE STREET “Where’s Daryl” | DesignMatters
- 51. I N S P I R E D B Y G R E AT I N N O VAT O R S one THE STREET
- 52. I N S P I R E D B Y G R E AT I N N O VAT O R S THE END Thank You!