Key Insights

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  Nicole differentiates enterprise-level Key Strategic Priorities (KSPs) from project-level Key Experience Indicators (KEIs), linking accessibility work directly to business strategy.

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  Key Experience Indicators were coined to avoid confusion with engineering KPIs and focus on user-centered, experience quality metrics defined by the experience team.

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  The 'canary' metaphor identifies early warning signals in user experience that predict potential product failure if not addressed.

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  Hilton’s accessibility program tracks both quantifiable KPIs and non-tangible activities like aligned awareness events tied to business priorities to build executive buy-in.

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  Shashi’s KPI Compass maps innovation metrics across a spectrum including early-stage thought leadership and late-stage business impact metrics, emphasizing behavior change as critical.

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  Disruptive innovation happens when teams focus on leading impact metrics that predict customer behavioral change, rather than only lagging output measures like sales.

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  Metrics should always be a conversation, especially in ambiguous or early-stage innovation contexts, rather than fixed, imposed measurements.

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  Nicole highlights challenges in measuring accessibility due to privacy and legal constraints, requiring creative indirect metrics like accessible room booking engagement.

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  Both presenters stress the word 'key' is to highlight the most critical priorities among many possible objectives, helping focus organizational efforts.

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  Aligning metrics across teams and levels (enterprise to project) is vital to ensure work contributes to strategic priorities and to avoid wasted efforts.

Notable Quotes