UX teams should report business outcomes — not activity or UX metrics — to show impact on revenue, cost, risk, speed, retention, and to secure resources.
UX teams often track the wrong metrics or too many metrics. This workshop aligns UX measurement with organizational goals to show impact that truly matters.
Macro conversions are desired user actions that directly contribute to your business's primary goals. In contrast, micro conversions are user actions that precede macro conversions and occur more frequently.
NPS is a loyalty metric that correlates well with perception of usability, is easy to understand and administer, but has limitations for understanding and evaluating UX when used in isolation.
Confounding variables interfere with quantitative studies, leading to inaccurate results. Avoid introducing such variables by randomizing your study’s conditions and keeping your research questions focused.
The HEART framework is great for B2C products but is lacking for workplace applications where users cannot choose the product. CASTLE offers a complementary assessment framework for UX that focuses on the needs of internal product teams.
While analytics cannot be the only source of data about user journeys, path reports can provide insights about potential issues, typical navigation routes, and the content that users interact with right before key actions.
To help you know when to use which user-research method, 20 methods are mapped across 3 dimensions and over time within a typical product-development process.
Qualitative usability studies have few users and variable protocol; numbers obtained from such studies are likely to poorly reflect the true behavior of your population due to large measurement errors.