Increase Productivity and Drive Business Impact
Summary
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
"High quality personal connections mean you can engage on a level playing field with serious professionals."
Marc Fonteijn Ru ButlerIncrease your confidence, influence, and impact (through a Professional Community)
December 3, 2024
"You have to make the hard thing easier to do. Behavioral change must be lower friction."
Dem Gerolemou Alexis Oh Neef RehmanClimate technology fundamentals
May 15, 2024
"Mobile users gave Amazon a higher Net Promoter Score than desktop users, indicating a better mobile experience."
Daniela Magaña Flores Ariane Rahn Jeff Ephraim BanderAhead of Competition: Learn What UX Benchmarking Can Do for Your Business Today
March 10, 2022
"Hands-on activities like practicing user interviews and design sprint sketches gave people courage to try UX tactics in the real world."
Abbey Smalley Sylas SouzaScaling UX Past the Size of Your Team
January 8, 2024
"When project scope changes, designers or design advisors raise their hand to reassess and adjust staffing accordingly."
Patrick CommarfordDesign Staffing for Impact
January 8, 2024
"You either give money as an unprofessional civilian or you do your job and offer professional services to help the crisis."
Xenia Adjoubei Sean BruceEmpowering Communities Through the Researcher in Residence Program
March 29, 2023
"Under a system which promotes growth at all cost and views engagement of time and data as monetary gain, digital products converge as they all race to employ the design patterns that generate the fattest bottom line."
Craig VillamorDesign Systems for Ethical Design
January 26, 2023
"User research is really only part of the information schema that we’re talking about."
Jon Fukuda Ellie KryslDesign Planning and Management Support
October 3, 2023
"Designers tend to work behind closed doors because the design process is messy and chaotic, and they don’t want people to see that."
Iain McMaster IHan ChengDesign and Product: from Frenemy to Harmony
November 29, 2023
