A Strategic Approach to Metrics for User Experience Designers

Authors:
Carl W. Turner
Affiliations:
Railinc Corp., Cary, NC
Venue:
Journal of Usability Studies
Year:
2011

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Abstract

User experience (UX) designers asked to justify return-on-investment (ROI) for UX activities often rely on published ROI studies and UX metrics that do not address decision makers' concerns. With a little knowledge of business strategy and metrics and an understanding of their own value to an organization, UX practitioners can (a) identify the financial and non-financial metrics and goals that drive change in their organizations, (b) draw a clear picture for decision makers of the connection between their value and the companyâ聙聶s goals, and (c) demonstrate a positive return on investment in UX activities.