Today, we are constantly measuring how we perform. We have smart devices that record the number of steps we take, the GPS coordinates of a hike we walked, the depth and temperature of a dive we made. Cheap data storage allows us to accumulate this data, use it to plot our progress in charts and determine correlations. The cloud enables us to easily share our data with friends and like-minded strangers in order to compare achievements, harvest accolades and find new insights.
In the working environment, we measure things in order to make performance visible because we want to evaluate how well we’re doing, define targets and allocate resources for achieving those targets. Making performance visible means it can be managed objectively in order to uphold a certain standard or improve the bottom line. Performance measurement improves communications internally among employees, as well as externally between the organization and its customers.
So the question actually should not be ‘why measure user experience?’, it should be ‘why aren’t you measuring the user experience of your digital interface yet?‘
How do we measure user experience?
We have developed the USERindex because we want to measure the user experience of a digital interface in a repeatable, scientific manner. This enables the product owner to determine the quality of the user experience. As a result, the product owner can derive insights for improvements, monitor the evolution of the user experience over time and benchmark it against other products.
Why not use the SUS?
We like the SUS and we have used it extensively over the past years, but we find it lacking in the following areas:
- it was developed prior to the emergence of the web (and digital interfaces such as mobiles, wearables and intelligent fridges)
- it does take the design of a digital interface into consideration
- it does not measure the user satisfaction.
In our digital era, where features and functions of a digital product are comparatively similar, you differentiate yourselves by the way you engage with your user. This dimension is lacking in the SUS.
What is the USERindex?