KPIs for quantifying how it feels
So, how do we capture feelings?
What methodology could transform our subjective experience of emotion into something quantifiable?
When measuring UX, there’s a split between behavioral and attitudinal KPIs. Whilst behavioral indicators in human computer interaction are framed by a range of actions made by an individual with a user interface (UI), it is attitudinal measures that drive focus on how it feels to interact with those same systems.
It is attitudinal methods that we are focusing on here; a means to seamless, effortless experiences and igniting loyalty.
What are UX KPIs?
Why measure UX KPIs?
How do we measure UX?
System Usability Scale (SUS)
Net Promoter Score (NPS)
‘How likely are you to recommend [organisation X/product Y/service Z] to a friend or colleague?’
Customer Satisfaction (CSAT)
The purpose is to create benchmarking; a clear and persuasive tool for communicating user research results to stakeholders, and getting buy-in.