Rosenverse
Increase Productivity and Drive Business Impact

This video is only accessible to Gold members. Log in or register for a free Gold Trial Account to watch.

Log in Register

Most conference talks are accessible to Gold members, while community videos are generally available to all logged-in members.

Increase Productivity and Drive Business Impact

Gold
Tuesday, September 24, 2024 • DesignOps Summit 2024
Share the love for this talk
Increase Productivity and Drive Business Impact
Speakers: Rima Campbell and Amrit S Bhachu
Link:

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."

Ask the Rosenbot
Rebecca Buck
Mission: Keep Talent in Research Roles!
2021 • Advancing Research 2021
Gold
Dave Malouf
Theme 3: Introduction and Provocation
2024 • DesignOps Summit 2020
Gold
Gillian Salerno-Rebic
Redefining Speed and Scale: How Accenture’s GrowthOS Uses AI-Simulated Insights to Reduce Risk and Accelerate Innovation
2025 • Designing with AI 2025
Gold
John Cutler
Oxbows, Rivers, and Estuaries: How to navigate the currents of change (without burning out)
2024 • Advancing Service Design 2024
Gold
Veevi Rosenstein
Building for Scale: Creating the Zendesk UX Research Practice
2024 • Enterprise Experience 2020
Gold
Mackenzie Cockram
Integrating Qualitative and Quantitative Research from Discovery to Live
2022 • QuantQual Interest Group
Vicky Teinaki
Short Take #3: UX/Product Lessons from Your Industry Peers
2022 • Design in Product 2022
Gold
Kit Unger
Theme 2: Introduction
2021 • Design at Scale 2021
Gold
Sam Proulx
Designing For Screen Readers: Understanding the Mental Models and Techniques of Real Users
2021 • Civic Design 2021
Gold
John Cutler
The Alignment Trap
2023 • Design in Product 2023
Gold
Dan Saffer
Why AI projects fail (and what we can do about it)
2025 • Rosenfeld Community
Gordon Ross
12 Months of COVID-19 Design and Digital Response with the British Columbia Government
2021 • Civic Design 2021
Gold
Niko Laitinen
Adaptable Org Design for Resilient Times
2021 • Design at Scale 2021
Gold
Dan Willis
Enterprise Storytelling Sessions
2018 • Enterprise Experience 2018
Gold
Amahra Spence
Designing for Liberation, Rehearsing Freedom
2022 • Civic Design 2022
Gold
Jake Burghardt
Stop wasting research: Create new value with insight summaries
2025 • Rosenfeld Community

More Videos

Jess Greco

"Vibe coding, the blurring of roles, creates a competitive advantage because there is less complex communication."

Jess Greco

Claiming your power: Practical tools for amplifying your unique voice

March 13, 2025

Josh Clark

"We wanted to create personality in interfaces without pretending they are human."

Josh Clark Veronika Kindred

Sentient Scenes and Radically Adaptive Experiences

June 11, 2025

Aleksandra Korczynska

"Continuous feedback requires collecting responses tied to the same user across multiple channels with behavioral targeting."

Aleksandra Korczynska Caroline Jarrett Justyna Parmee

Survey Tools

March 12, 2026

Anat Fintzi

"Empathy isn’t about absorbing everyone’s emotions; it’s about shifting from problem empathy to solution empathy."

Anat Fintzi Rachel Minnicks

Delivering at Scale: Making Traction with Resistant Partners

June 9, 2022

Peter Morville

"Categories are dangerous but not bad."

Peter Morville

The Architecture of Understanding

May 13, 2015

Paul Ford

"We get these 75-page PRDs created by enthusiastic people, not PMs, and they’re unreadable. We call that fake holder input."

Paul Ford

New work, new words: A glossary for AI

June 9, 2026

Ariel Kennan

"This field is still really emergent and growing momentum nationally and internationally."

Ariel Kennan

Theme Two Intro

November 17, 2022

James Rampton

"If you’re concerned about cybersecurity, buy a used car with fewer electronic features or one that has a strong reliability score."

James Rampton

The Basics of Automotive UX & Why Phones Are a Part of That Future

July 25, 2024

Michaela Mora

"MaxDiff is great for prioritizing feature backlogs, especially when you have long lists to evaluate."

Michaela Mora

Advanced Concept Testing Approaches To Guide Product Development and Business Decisions

March 11, 2022