Summary
UX professionals have seen the demand for research rise in the last year, but demonstrating the business value of UX remains a challenge because organizations aren't using the right success metrics. In this session, we'll reveal how the mindset around measuring UX has evolved, how innovative UX teams solve the challenge, and what you can do to evolve your own measurement strategy.
Key Insights
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Identifying appropriate success metrics is the top UX research challenge in 2022.
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UX budgets often remain flat despite a 70% increase in UX demand.
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Design hiring is outpacing UX research hiring, signaling resource imbalances.
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The COVID-19 pandemic accelerated the shift to remote UX research methods, which are now permanent.
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Executives measure UX primarily through customer satisfaction, business metrics, and analytics but lack deeper connection to UX improvements.
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Successful organizations continuously test and iterate using large samples and benchmark UX performance over time and against competitors.
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UserZoom’s QX Score, combining behavioral (task success) and attitudinal (ease of use, loyalty, trust) metrics, provides a single comprehensive UX measure aligned with business KPIs.
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Aligning UX metrics to business goals like revenue growth and cost reduction enables proof of UX ROI to stakeholders.
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A global bank case study showed a 22% increase in online applications and 35% reduction in call center calls after UX improvements driven by iterative testing and measurement.
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Healthcare organizations are increasingly adopting benchmarking programs to track UX improvements longitudinally and against competitors.
Notable Quotes
"The number one challenge that teams are facing today for the UX research process is identifying the right success metrics."
"In 2022, leadership is asking UX teams to measure the impact of the investment they've made in UX and prove the ROI."
"Customer satisfaction, business metrics like sales and retention, and product analytics are the main ways executives evaluate UX, but these don't explain why performance is high or low."
"Successful organizations continually test and iterate with larger sample sizes throughout the product life cycle."
"You can't manage what you can't measure – measuring UX performance is business critical in 2022."
"The QX Score combines behavioral and attitudinal metrics to give a deeper understanding of what users are doing and why."
"Aligning UX metrics to business KPIs ensures that projects are supporting organizational goals and demonstrating clear value."
"After redesign and retesting, the global bank improved task success, satisfaction, ease of use, and decreased task time by one minute on average."
"Measuring UX and tying it back to the business is increasingly common, with nearly double the healthcare companies benchmarking experiences since 2019."
"Demonstrating the business impact of UX efforts gets you a seat at the table with stakeholders."
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