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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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UX metrics should focus on improving from current states rather than just achieving set goals like NPS scores.
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There's a distinction between diagnostic metrics (current state) and predictive metrics (future outcomes).
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Understanding the success of a product hinges on user achievement rather than mere usage rates.
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Triangulation of different metrics provides deeper insights than relying on a single metric like NPS.
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Design's impact should connect to broader business objectives to garner executive support and understanding.
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Building a culture of data literacy helps normalize the process of discussing metrics within teams.
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Engagement frequency of features can determine prioritization for product development.
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Proactive metrics collection is essential in agile environments to inform product design decisions.
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User feedback should focus on how functionalities solve user problems, not just on aesthetics or losing users.
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Data analytics should be integrated as part of the product development plan to ensure continuous improvement.
Notable Quotes
"It's not enough to just deliver a product; we need to know if our users can successfully achieve their goals with it."
"Measuring anxiety levels about collecting data reflects deeper organizational culture challenges."
"We found that having a seat at the table isn't enough; we must also convey the value of our work to influence decisions."
"Our goal isn't just to hit a number; it's about tracking the trends over time to inform strategic decisions."
"When collecting metrics, we need to focus on what actions we can take based on that data."
"Triangulation of different data sources is crucial to understand the customer experience fully."
"A culture of learning from metrics can drive significant improvement."
"Design metrics should not only reflect teams’ activity but should also link to customer success and business value."
"Measuring user engagement can help us determine where to invest next in product enhancements."
"In the modern enterprise landscape, designers must advocate for their role in influencing product strategy."
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