For the last three years, we’ve analyzed two surveys (Independently led by UX Pin and UserZoom) of a total of ~3,500 professionals across American enterprises, and identified a key problem around communicating UX insights to business leaders. In response to this, we’ve developed, implemented, and seen impact from, a four-level framework to connect UX to traditional business metrics – called the 21st Century Metrics Model. In this talk I will present a few slides from the industry surveys to demonstrate the problem around communicating UX insights to business stakeholders, propose our metrics solution, and present examples of success stories implementing this framework to drive business impact from healthcare and banking: Rally Health/UnitedHealthGroup, and Citi.
Key takeaways include:
- Examples from healthcare and finance about how to prioritize and communicate your product and business impact within your organization
- A broader framework of communicating, which can be used anytime you want to increase organizational UX influence – from research method diversity, headcount, participant recruiting strategies, etc.