After a first pass at choosing a set of metrics for managing UI design (see “6 Metrics for Managing UI Design“), followed by some great feedback and many internal meetings, we finally decided on the following three:
1) Number of design recommendations implemented
2) Percentage of design requests completed by commit date
3) Percentage increase in customer satisfaction scores (scored by SUS)
With these, we have measures of effectiveness (number implemented), efficiency (completed by commit date), and self-reported satisfaction.
I am also tracking some “soft” internal department metrics for my own curiosity:
a) Number of usability issues found
b) Number of recommendations made
c) Number of users tested
Thanks again to all who commented on my original post and helped me and my team develop what I believe to be a very practical set of metrics that gives us a good foundation to start with.
