Informing User Experience Design
Make available and implement feedback to improve the user experience of design options and IT services and solutions.
Improvement Planning
Practices-Outcomes-Metrics (POM)
Representative POMs are described for Informing User Experience Design at each level of maturity.
- 2Basic
- Practice
- Emphasis developing around the ‘look and feel’ of interface.
- Outcome
- Limited assessment of systems interface from aesthetic perspective.
- Metric
- % satisfaction/dissatisfaction with user interface post deployment.
- 3Intermediate
- Practice
- Evaluation conducted in user's work environment.
- Outcome
- Evaluation of user experienced carried out in the ‘work environment’.
- Metric
- % of evaluation based on ‘in-situ’ observation and testing.
- Practice
- Evaluated end-user expanded to include technical and non-technical users.
- Outcomes
- Improved response.
- However, evaluation does not cover experience of different levels of capability amongst user groups.
- Metric
- % of development versus end-user personnel involved in evaluation process.
- 4Advanced
- Practice
- Evaluation conducted over wider user group
- Outcome
- Improved quality of response concerning user experience.
- Metric
- % of total population of users included in evaluation process.
- Practice
- Evaluation data available to all projects across the organization
- Outcome
- Improved re-use of evaluation data between projects.
- Metric
- % of evaluation data being re-used by projects across the organization.
- 5Optimized
- Practice
- Evaluation processes can be customized to projects depending on levels of complexity and levels of understanding of issues based on previous evaluations.
- Outcome
- Tailored evaluation process based on nature of project.
- Metric
- % change in lead / lag time of projects based on evaluation methods.
- Practice
- User evaluation feedback used to help shape work design.
- Outcome
- User experience used to understand and develop current and future user work design.
- Metric
- Perceived impact of user experience on work-design.
- Practice
- Feedback used to prime current and future product and service roadmaps.
- Outcome
- Feedback prioritized and used to define parameters for not just current systems, but also potential future systems.
- Metric
- % of feedback captured and assessed as having significant impact concerning usability for future systems.