Telling Your UX Metrics Story - The 21st Century Metrics Model
1. Telling your UX Metrics Story:
The 21st Century Metrics Model
Asha Fereydouni & Kuldeep Kelkar
September 2018
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3. c
c
I. Existing design & business frameworks
II. 21st Century Metrics model – hybrid of design & business
III. Real World Examples
IV. Putting things into action: Benchmarking, MVR
V. Insights for UserZoom clients
VI. Q/A
Today’s Webinar:
8. For users to
feel like the
site is unique.
For users to keep
discovering more
content.
For users to use
the site or app.
For users to
continue to use
the site or app.
For users to
accomplish their
goal.
A satisfaction
rating from a
survey.
The amount of
time people
spend viewing
from analytics.
The number of
signups per day
from analytics.
The number of
return customers
from customer
data.
The number of
successful
completes from
a study.
- Satisfaction
- Perceived ease of
use
- Net Promoter Score
- Number of videos
watched/user/week.
- Number of uploads.
- Number of shares.
- Upgrades to latest
version.
- New subscriptions.
- Purchases by users.
- Number of active users.
- Renewal rate.
- Repeat purchases.
- Search result success.
- Time to upload.
- Profile creation,
completion.
2010: Google’s HEART Framework
27. Level 1: All enterprises
GAAP Metrics:
Level 3: Product-level
Metrics:
Revenue per user
% of videos completed per user |
A/B Tests of homepage and video flow |
Use of key features (e.g. search, “stars) |
Level 4: UX Metrics :
Time-on-task for key tasks (e.g. finding a video
to watch, upgrading account) | NPS |
Intercept/VOC Surveys | Content selection
satisfaction |
% monthly subscribers renewing |
% monthly subscribers upsold |
% subscribers churning ea month|
Level 2: YOUR
Enterprise’s key-
metrics:
Real and Hypothetical Examples
Netflix Large Health InsurerB2C & B2B Examples
Revenue growth from existing HR
Advisors, Buyers
Brand-level NPS of Health
insurance tool, as rated by current
corporate HR advisors & buyers
Customer Feedback | Time-spent on site |
Product-level NPS | Product’s
appropriateness for the workplace |
28. Level 1: All enterprises
GAAP Metrics:
Level 3: Product-level
Metrics:
Revenue per user
% of videos completed per user |
A/B Tests of homepage and video flow |
Use of key features (e.g. search, “stars”) |
Level 4: UX Metrics :
Time-on-task for key tasks (e.g. finding a video
to watch, upgrading account) | NPS |
Intercept/VOC Surveys | Content selection
satisfaction |
% monthly subscribers renewing |
% monthly subscribers upsold |
% subscribers churning ea month|
Level 2: YOUR
Enterprise’s key-
metrics:
Real and Hypothetical Examples
Netflix Large Health InsurerB2C & B2B Examples
Revenue growth from existing HR
Advisors, Buyers
Brand-level NPS of Health
insurance tool, as rated by current
corporate HR advisors & buyers
Customer Feedback | Time-spent on site |
Product-level NPS | Product’s
appropriateness for the workplace |
29. Level 1: All enterprises
GAAP Metrics
Level 3: Product-level
Metrics:
Revenue per user
% of videos completed per user |
A/B Tests of homepage and video flow |
Use of key features (e.g. search, “stars”) |
Level 4: UX Metrics :
Time-on-task for key tasks (e.g. finding a video
to watch, upgrading account) | NPS |
Intercept/VOC Surveys | Content selection
satisfaction |
% monthly subscribers renewing |
% monthly subscribers upsold |
% subscribers churning ea month|
Level 2: YOUR
Enterprise’s key-
metrics
Real and Hypothetical Examples
Netflix Large Health InsurerB2C & B2B Examples
Revenue growth from existing HR
Advisors, Buyers
Brand-level NPS of Health
insurance tool, as rated by current
corporate HR advisors & buyers
Customer Feedback | Time-spent on site |
Product-level NPS | Product’s
appropriateness for the workplace |
33. UX KPIs
BEHAVIORAL (WHAT THEY DID) ATTITUDINAL (WHAT THEY SAY)
Ease of Use
Trust & Credibility
Appearance
Loyalty, NPS
Task Success
Task Time
Task Page Views, Clicks
Problems & Frustrations
qxScore
34. Putting things into action
Small Scale UX
Research:
MVR
Moving The
Needle With UX
Benchmarking
userzoom.com/blog/what-sample-size-do-you-
really-need-for-ux-research/
userzoom.com/webinar/moving-the-needle-with-
ux-benchmarking/
1 2
36. Specific insights for UserZoom Clients
I. Understand the L2, L3, L4 metrics of your
organization.
II. Use that understanding as you research and design
new or existing products.
III. Use that understanding to defend your research and
designs when working with other teams or
management.
38. marketing@userzoom.com Main HQ: +1 866-599-1550
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