UX has no shortage of models, methods, frameworks, or even catchy acronyms. SUS, TAM, ISO 9241, and SUPR-Q to name a few. A relatively new addition is the HEART framework, derived by a team of researchers at Google. And when Google does something, others often follow. HEART (Happiness, Engagement, Adoption, Retention, and Task Success) is
How much did you spend on Amazon last week? If you had to provide receipts or proof of purchases, how accurate do you think your estimate would be? In an earlier article we reported on the first wave of findings for a UX longitudinal study. We found that attitudes toward the website user experience tended
We talk a lot about measurement at MeasuringU (hence our name). But what’s the point in collecting UX metrics? What do you do with study metrics such as the SUS, NPS, or SUPR-Q? Or task-level metrics such as completion rates and time? To understand the purpose of UX measurement we need to understand fundamentally the
For measuring the user experience, I recommend using a mix of task-based and study-level measures that capture both attitudes (e.g. SUS, SUPR-Q, SEQ, and NPS) and actions (e.g. completion rates and times). The NPS is commonly collected by organizations and therefore UX organizations (often because they are told to). Its popularity inevitably has brought skepticism.
It seems like each year introduces a new measure or questionnaire. Like a late-night infomercial, some are even touted as the next BIG thing, like the NPS was. New questionnaires and measures are a natural part of the evolution of measurement (especially measuring difficult things such as human attitudes). It’s a good thing. I’ll often
The one number you need to grow. That was the title of the 2003 HBR article by Fred Reichheld that introduced the Net Promoter Score as a way to measure customer loyalty. It’s a strong claim that a single attitudinal item can portend company success. And strong claims need strong evidence (or at least corroborating
The SUPR-Q (Standardized User Experience Percentile Rank Questionnaire) is a standardized questionnaire that measures the quality of the website user experience. It’s an 8-item instrument that’s gone through multiple rounds of psychometric validation and is used by hundreds of organizations around the world. Here’s a list of 10 essential things to know about the SUPR-Q.
Your car doesn’t start on some mornings. Your computer crashes at the worst times. Your friend doesn’t show up to your dinner party. If something or someone isn’t reliable, it’s not only a pain but it makes your life less effective and less efficient. And what is true for people and products is true for
Benchmarking is an essential part of a plan to systematically improve the user experience. A regular benchmark study is a great way to show how design improvements may or may not be improving the user experience of websites and products. After you’ve decided you’re ready to conduct a benchmark, you’ll need to consider whether to
It was another busy year on MeasuringU.com with 50 new articles, a new website, a new unmoderated research platform (MUIQ), and our 5th UX Bootcamp. In 2017 over 1.2 million people viewed our articles. Thank You! The most common topics we covered include: usability testing, benchmarking, the 3Ms of methods, metrics and measurement, and working
