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Informing User Experience Design

B3

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.