Rosenverse

This video is only accessible to Gold members. Log in or register for a free Gold Trial Account to watch.

Log in Register

Most conference talks are accessible to Gold members, while community videos are generally available to all logged-in members.

Increase Productivity and Drive Business Impact

Gold
Tuesday, September 24, 2024 • DesignOps Summit 2024
Share the love for this talk
Increase Productivity and Drive Business Impact
Speakers: Rima Campbell and Amrit S Bhachu
Link:

Summary

Traditionally, UX Designers struggle to show the impact of the work that they do. This negatively impacts the influence that they have on product delivery, often relegating them to being ’doers’ and not being involved in strategic initiatives. The end result - product delivery is inefficient with rework taking up a large slice of time that could be used to drive innovation to generate more value. 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."

Ask the Rosenbot
Trisha Terhar
Empathizing with the Empowered: Non-Researcher Responses to Democratization
2022 • Advancing Research 2022
Gold
Bria Alexander
Opening Remarks
2022 • DesignOps Summit 2022
Gold
Kate Kalcevich
Designing inclusively with AI
2024 • Designing with AI 2024
Gold
Laura Weiss
There is No Playbook: Leader as Coach During Challenging Times
2024 • Rosenfeld Community
Jon Temple
Panel: Stacks, Security, and Stakeholders: The Hidden Work of UXR Tool Procurement
2026 • Advancing Research 2026
Gold
Tiffany Cheng
Designing in a Pandemic: Integrating Speed and Rigor
2022 • Design at Scale 2022
Gold
Ovetta Sampson
Turning UX Passion into Real Product Influence
2023 • Enterprise UX 2023
Gold
Changying (Z) Zheng
Practical DesignOps: From Ideas to Tools That Teams Actually Use
2025 • Rosenfeld Community
Noz Urbina
Rapid AI-powered UX (RAUX): A framework for empowering human designers
2025 • Rosenfeld Community
Jim Kalbach
Jazz Improvisation as a Model for Team Collaboration
2017 • DesignOps Summit 2017
Gold
Steve Portigal
War Stories LIVE! Steve Portigal
2020 • Advancing Research 2020
Gold
Rebecca Topps
Planning and conducting remote usability studies for accessibility
2020 • Advancing Research Community
Mackenzie Guinon
M.C. Escher’s UX Research Career Ladder
2022 • Advancing Research 2022
Gold
Josh Clark
Sentient Design: New Design Patterns for New Experiences (3rd of 3 seminars)
2025 • Rosenfeld Community
Bria Alexander
Welcome
2022 • DesignOps Summit 2022
Gold
Edward Cupps
The Principal Path: Journeying from Management to Individual Contributor
2021 • Design at Scale 2021
Gold

More Videos

Louis Rosenfeld

"This is a great opportunity. This is a gift to yourself to dig in with other design ops peers and really learn together."

Louis Rosenfeld Bria Alexander

Day 1 Welcome

September 23, 2024

George Abraham

"Our tool is not partial to Sketch — we support Adobe XD and will soon support Figma, enabling flexible integration in design workflows."

George Abraham Stefan Ivanov

Design Systems To-Go: Reimagining Developer Handoff, and Introducing App Builder (Part 2)

October 1, 2021

Jess Greco

"Aim for a two for one: how can you make your goals and the goals of others align?"

Jess Greco

Claiming your power: Practical tools for amplifying your unique voice

March 13, 2025

Robert Schwartz

"We didn’t do this with arrogance. We did it with great respect, understanding who we’re delivering to, shareholders, patients, customers."

Robert Schwartz

We're Here for the Humans

June 9, 2017

Nicole Aleong

"Hope generates optimistic momentum towards a possibility becoming real."

Nicole Aleong

Future Orientations to Everyday Life: Futures Anthropology as a Methodology

March 26, 2024

Mila Kuznetsova

"Giving parents something meaningful to do during sessions helps keep them engaged and supportive."

Mila Kuznetsova Lucy Denton

How Lessons Learned from Our Youngest Users Can Help Us Evolve our Practices

March 9, 2022

John Mortimer

"Maybe we cannot orchestrate everything, but we can dance with the system."

John Mortimer Milan Guenther Lucy Ellis Patrick Quattlebaum

Panel Discussion

December 3, 2024

Sam Proulx

"With cloud apps, users don’t get to choose when to upgrade, which challenges maintaining accessibility continuity."

Sam Proulx

To Boldly Go: The New Frontiers of Accessibility

November 18, 2022

Josh Clark

"The big design activity here is sketching prompts, guiding how the AI should behave rather than drawing UI."

Josh Clark Veronika Kindred

Sentient Scenes and Radically Adaptive Experiences

June 11, 2025