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Measure Behaviors, Not Results
This video is featured in the UX metrics & analytics playlist and 1 more.
Summary
How can design operations professionals measure success when we can’t always measure or control the results? Sometimes, even our best efforts don't lead to the outcome we expected, but that doesn’t mean the work wasn’t valuable. I believe positive feedback from stakeholders always outweighs vanity metrics. In this talk, I’ll share the core behaviors the Design & Research Operations team at Wise uses as the foundation for how our team operates. These behaviors focus on how we show up for the people we serve, for each other and importantly, for ourselves. They ultimately determine our focus and help us build trust while we deliver a positive change for the Design & Research environment across Wise. Finally, you’ll hear what we learned from a three-month experiment where we aimed to measure ourselves against these behaviors, rather than just measuring the results of our efforts. Join us as we dive into team psychology and explore why the right behaviors might actually matter more than metrics from final outcomes.
Key Insights
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Measuring behaviors rather than just results can provide deeper insight into team health and trust.
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Three core behaviors—delivering value now, being observant and of service, and creating visibility with clarity—form a balanced foundation for design ops.
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Clear problem framing and sponsor alignment are essential for prioritization and impact in operations work.
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Building trust hinges on relationship-building and understanding people’s real needs beneath their complaints or requests.
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Autonomy in teams comes from aligning on strategic objectives rather than micromanaging tasks.
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AI tools can dramatically speed up delivering value and impact reporting but require disciplined focus to avoid chaos.
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Self-rating in work behaviors may be limited by psychological biases, but the behaviors themselves still guide improvement.
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Storytelling and influence are crucial skills to gain sponsorship and support for operational initiatives.
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Personal growth and energy management at work improve effectiveness and resilience, especially in complex environments.
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Visibility systems for workload should be lightweight and non-distracting to maximize productivity and clarity.
Notable Quotes
"Without execution, we have no impact."
"Effort doesn’t mean progress, hard work doesn’t guarantee a harvest."
"We spend a lot of time measuring every little aspect, but how can we trust that our results show the value of our effort?"
"Maybe we can measure our behaviors, not just our results."
"The value of what we do is only really valuable if it’s recognized by others."
"Be observant means to observe what’s being said, not just what people say."
"Building relationships is essential to being of service and having impact."
"You have to be 80% impactful and 20% helpful — that’s the balance we try to maintain."
"The behaviors act as a gauge, not a scorecard, to see who is struggling and who is thriving."
"You can do everything right and still get poor results, but it’s no excuse not to do the right thing."
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