Measuring UX & ROI
Development | Calculate | Track UX
The Storytelling Power of Numbers
With no clear way to link design to business, senior leaders are often reluctant to divert scarce resources to design functions. Over 58% of our UX team surveyed admitted they had no objective way to assess or set targets for their design output. By using UX metrics to gauge its relative performance against a meaningful standard, tracking their time, and aligning their time on the product design towards the strategic business objective, we could eliminate the reluctance on resources our UX team faces.
Date
Sep-Dec 2023
Role
Facilitator
Research
Workshops
Documentation
Team
Director of UX
Head of DesignOps
Head of Product Design
Head of Service Design
Head of Content Design
Head of User Research
Deliverables
Created assessment reports, training plans, and materials. Monitor progress, give feedback and recognize progress. (Summarised project outcomes in a final report)
Google’s HEART framework
01.
Happiness
02.
Engagement
03.
Adoption
04.
Retention
05.
Task Effectiveness & Efficiency
Benchmarking Process
In my report, I started working on Task Effectiveness & Efficiency by surveyed design teams and analysing time reporting data to improve time, cost efficiency, and pockets of general UX improvements. My recommendations showed a strong understanding of ROI and a clear roadmap for growth.
WHAT
How
First Measure
Educational
What might we do to improve the understanding of UX members regarding the importance of recording their time accurately?
Tools
How might we utilise the finance time report system to showcase long-term benefits generated by user experience?
Stakeholders
What might we do to encourage Business owners to create Project IDs for clarity and precise reporting?
Process
How might we make it a daily habit for our UX Team to record their time and work towards the appropriate strategic or project code?
Over 50% of teams surveyed admitted they had no objective way to align or match tasks for their design teams' output with company objectives.
Redesign
Collect more measurements
Interpret findings
Features
Functionality for KPI's build
01
Project IDs
Redesigned the project IDs more effectively. This enhanced functionality allows the design team to create unique IDs for each project, track their progress over time, and make informed decisions about where to focus their resources for maximum ROI.
03
JIRA
Fetching data from Jira helped me collect more data to measure the design team's performance. This gave me more insights into the team's productivity, efficiency, and overall progress. I extracted data such as task status, time spent on each task, and completion rates.
02
Design Team
To optimize the efficiency and productivity of the design teams, I kindly requested that those who were not reporting their time start doing so. Through the gathering and thorough analysis of the data, I gained valuable insights into areas of inefficiency.
04
Report
The report informed UX management teams of the design team's performance and provided recommendations to improve their productivity and efficiency. By presenting the report clearly and concisely, I made it easy for the management team to understand the team's strengths and weaknesses and take action to improve performance.
Agnes Seglina, UXDO
“The ability to track and report on our Opex and Capex spend has played a pivotal role in securing team growth."
Ash Clay, UX
"The measurement framework allowed each of our teams to monitor their time allocation and identify opportunities for improvement."
Tomas Minarik
“We needed to develop clear and measurable goals for our design teams to ensure their success and drive the company's overall success.”
{ Reflection }
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The time report provided insights into how the User Experience team spends their time, allowing for better allocation of resources and more efficient project management.
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Helped identify areas where costs could be reduced or optimised by categorising expenses into Capex and Opex.
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Highlighted that one team member had recorded too much internal time, impacting the allocated budget for that project.
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The User Experience team used the time report to identify areas for improvement and improve efficiency in their workflows.
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Business owners create Project IDs and understood the importance of accurate data recording for precise reporting.