Summary
Traditionally, UX Designers struggle to show the impact of the work that they do. This negatively impacts the influence that they have on product delivery, often relegating them to being ’doers’ and not being involved in strategic initiatives. The end result - product delivery is inefficient with rework taking up a large slice of time that could be used to drive innovation to generate more value. In this session, we’ll outline how a simple UX Measurement framework can help change the tide of the conversation, giving the UXer a lift up into more strategic conversations, getting involved earlier in product delivery.
Key Insights
-
•
UX teams often operate mainly at a tactical project level, limiting their strategic business impact.
-
•
Quantitative data is the 'executive language' and crucial for communicating UX value to leadership.
-
•
Combining qualitative UX research with quantitative metrics creates a powerful, holistic view of user experience.
-
•
AI can accelerate some UX tasks like persona generation and data visualization but lacks empathy and validation.
-
•
Many organizations suffer from costly rework due to late user feedback in agile cycles.
-
•
UX struggles to secure executive buy-in because its impact is frequently measured with qualitative or low-level metrics.
-
•
The Quality Experience (QX) score is a useful composite metric that helps correlate UX improvements with business outcomes.
-
•
A clear case study from Citi showed UX improvements drove a 22% increase in credit card applications and a 30% reduction in call center calls.
-
•
Tight partnerships between product management and design ops leaders advance design maturity and business alignment.
-
•
Being customer-centric is a stated priority for many companies, but only 36% support it with executive action.
Notable Quotes
"Most creative teams are always teetering on the edge of greatness."
"Why do we struggle to have impact even when we know we should?"
"Numbers drive conversations, numbers drive decisions. That is the executive language."
"AI makes data more accessible to everyone but won’t replace the need for validated, empathetic UX research."
"When you deliver MVPs without understanding the problem fully, you end up in endless cycles of fix-it-later and rework."
"Thirty to fifty percent of total efforts are typically spent on rework, which saps morale and wastes resources."
"UX assets are our business assets."
"Quantitative data boils complex situations down to single numbers that are easy to grasp and discuss."
"The Quality Experience score helps executives make confident decisions by summarizing digital experience quality in a single number."
"Advancement in design maturity requires a tight business partnership between product management and design ops leaders."
Or choose a question:
More Videos
"It's not enough to imagine the future; we have to make plans that influence and build those preferable futures."
April ReaganLook, Think, Act: The Futures-Smart Design Organization
October 1, 2021
"At Brex, design ops supports a broad range of design disciplines and also partners with engineers and marketers."
Ned Dwyer Emily Stewart James WallisThe Intersection of Design and ResearchOps
September 24, 2024
"Creating an environment where people feel safe to try design helps build enthusiasm and psychological safety."
Lona MooreScaling Design Beyond Designers
June 11, 2021
"A profit and loss center is essentially a business unit with its own incentives and goals."
Ryan RumseyBusiness Influence Without Losing Your Soul
January 14, 2021
"How am I supposed to do that? is a good question to reflect impracticality without defensive triggers."
Joshua GravesWe Need To Talk: Managing Ludicrous Requests at Work (Part 3 of 3)
May 12, 2025
"The 21st century emergency management imperative is human equity—designing for the social and ecological needs of communities."
Alicia D. JohnsonDisasters and the 21st Century
December 10, 2021
"Lawyers, though nervous, can become some of the most reasonable people you deal with if you explain risks clearly."
Laura KleinUnique challenges of innovation in enterprises
April 23, 2020
"Design ops people are mutants coming at this profession from different directions."
Holly ColePanel Discussion: Growing People and Teams
November 8, 2018
"What does it mean to be a design ops person? That question matters and we must revisit it often."
Brendan JarvisIt was the Best of Times. It was the Worst of Times.
September 25, 2024
