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Summary
At our September Enterprise Experience Community call, we host a double-header of topics — “UX metrics that matter” and “The future of our conference”. First, we have Jack Moffett, well-known design leader currently at Boeing, in a conversation about identifying and advocating for measurable user experience for enterprise apps and services.
Key Insights
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Effective UX metrics balance qualitative surveys and quantitative user behavior data.
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Setting fixed outcome targets like NPS scores is less useful than tracking improvement trends.
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Triangulating metrics (NPS, CSAT, CES) provides richer understanding than relying on a single measure.
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UX success metrics differ from product usage metrics by focusing on user goal completion not just feature adoption.
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Embedding metrics collection proactively in agile workflows improves product evaluation.
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UX teams face the challenge of persuading stakeholders to prioritize improvements based on metrics insights.
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There is often organizational resistance to collecting UX data due to fear of low scores and blame culture.
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Enterprise UX conferences struggle to balance community identity with attracting interdisciplinary participants.
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Design influence requires skills beyond craft, including strategy, culture shaping, and business alignment.
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Expanding UX definition beyond UI to include marketing, documentation, and product architecture is critical for organizational impact.
Notable Quotes
"It's not about hitting a specific NPS target but about improving from where we are now and tracking the trend."
"You don't know if you're successful until your users are successful in accomplishing their goals using your product."
"Too many teams think delivering software means success, but actual success is user achievement with the product."
"Triangulation is key — compare multiple metrics to understand why scores move the way they do."
"Proactive measurement before release combined with post-release evaluation is the ideal approach."
"We often need to evangelize the importance of collecting UX metrics to teams and leadership."
"UX is more than UI; it's the entire product, including marketing, documentation, and architecture."
"Design influence is messy and requires clear articulation of how we serve business and customer success."
"Executives like NPS because it’s a simple, quick-to-understand number, even if they don’t fully grasp its nuances."
"Culture needs to accept failure as part of learning so we can improve rather than assign blame."
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