Design Metrics Framework & Metrics List
Business Outcomes - Northstars
User Outcomes
Usefulness
Engagement
Adoption
Usable & Efficient
Task Success & Speed
- Completion Rate
- Error Rate
- Time on Task
- Number of Clicks/Taps
- Customer Effort Score
Desirable
Happiness
- Customer Open-ended Comments
- Satisfaction Survey / NPS
- Social Referral Rates
Specific User Actions
Usability
Outcomes
- Decrease task time and tool time
- Decrease cost for product training
- Increase conversion
- Increase user satisfaction
Usability: Cost to Support Poor Experience
Outcomes
- Reduction of operation cost (ex. less tickets = less people)
- Decrease cost for product training
- Increase user satisfaction
- Increase revenue from existing customers by giving the operations team members more time to engage with customers.
- Increase market share by having clients provide good word-of-mouth experiences.
Engagement (Usefulness)
Adoption (Usefulness)
Outcomes
- Less reliance on top-tier employees + empower all users = more productivity