How to use the USERindex

The USERindex is very simple to use. Ask your users to rate the 10 USERindex statements on a 5 item Likert scale (from strongly disagree/somewhat disagree/neutral/somewhat agree/strongly agree) and then use this USERindex Calculator spreadsheet to calculate the overall USERindex as well the individual score of each dimension.

When to use the USERindex

  • The USERindex can be used during formative usability tests to determine, mould and monitor the user experience during the development phase.
  • After go-live, it can be used in summative usability tests to validate the expected user experience; to determine a benchmark value and monitor its improvement during the subsequent product lifecycle.
  • It can also be used to compare the user experience of different digital interfaces in a competitive analysis.

How to interpret the score

The value of USERindex ranges from 1 to 5. A digital product with an exceptional user experience will have a USERindex of 4.7 or above; anything between 4.2 and 4.7 is good and a USERindex of below 4.2 means you have uncovered areas for improvement.

USERindex value range.v2

If the USERindex is used in a test environment, questions about performance will not reflect realistic use by end users. To minimize the impact of non-production-like circumstances, the score calculation in the USERindex Calculator can be configured accordingly.

 Some tips:

  • Make the questions optional in order to avoid forcing users to evaluate an aspect they might not find applicable.
  • Replace the word ‘site’ with a more meaningful term if you feel ‘site’ does not work for your digital product. For instance, use ‘mobile site’ for a mobile website, ‘app’ for a native app, ‘watch’ for connected watch, etc…