Measuring holistic user experience: Keeping an eye on what matters most to users

Abstract

When it comes to how we define success metrics for our products, teams often leave out the user. Daily active users, conversion rates, % uptime, CSAT - these are all important metrics to keep track of from a product and business perspective, but none of these fully capture the user's perspective. They don't give insight into what users care about and what they're trying to achieve. With qualitative research, we gain a deep understanding of what matters to users, but these insights are often quickly forgotten by product teams. In this workshop, we'll introduce Critical User Journeys (CUJs: important tasks your user needs to be able to complete) and Experience Outcomes (XOs: your user's fundamental emotional needs) as tools that will enable product teams to prioritize based on what matters to users.