Measuring the success (or failure) of an experience can be a daunting and confusing endeavor. Building on his talk from MX 2010 – Dealing with a UX mid-life crisis – Richard will describe the three major phases of measurement:
1. Defining appropriate goals
2. Gathering meaningful data
3. Drawing the right conclusions
Richard will provide techniques and tips for each phase and illustrate their use with real examples from his team’s work at Vanguard. To conclude, he will describe some of the cultural and change management challenges involved when an organization uses data to inform design decisions.