You'll learn:
How to develop a quantitative framework for measuring UX ROI
How to use UX ROI as a strategic alignment tool with CX and other internal customer teams
Best practices and lessons learned
UI:UX Design and Empowerment Strategies for Underprivileged Transgender Indiv...
Developing UX ROI in Enterprise Land: An ADP Case Study
1. TA L E S O F D E V E LO P I N G A U X
RO I I N “ E N T E R P R I S E L A N D ”
( H AV E F U N STO R M I N G T H E C A ST L E )
ADP
JD Buckley
Principal, UX Strategy & Research
ADP, AVS Innovation Center
2. • Chapter 1: Welcome To “Enterpriseland”
• Chapter 2: The Story Line (Parts 1 - 9)
• Chapter 3: Our Travels in Enterpriseland (and what we learned along the way)
• Chapter 4: Mostly Dead is Still Partly Alive
• Epilogue: Q/A
Table of Contents
17. 1. Clarification of a Representative Audience
2. Establish Company KPI’s
3. Establish UX Metrics
4. Identify Top Task
5. Benchmark the User Experience
6. Map UX Metrics to Company KPI’s
7. Create a Plan to Improve
8. Understand How Changes in Designs Impact Company KPI’s
9. Compute An ROI
10. Perform a Periodic UX Audit
Developing a comprehensive UX Measurement Plan includes the following steps:
https://measuringu.com/ux-measurement/
18. PA S A D E N A U X | D E C E M B E R 2 0 1 6
“ENTERPRISELAND”
19. PA S A D E N A U X | D E C E M B E R 2 0 1 6
UX research team
28. PA S A D E N A U X | D E C E M B E R 2 0 1 6
“ENTERPRISELAND” UX research team
stakeholders
29. Employment Tax Tasks & Process Steps
Step 1 Step 2 Step 3 Step 4 Step 5
Data visualization - by: Kristy Lee
Data visualization - by: Kristy Lee
30. Completion Rates
Completion rates were calculated based on correct answers to a validation question
74% 63% 63% 19% 56%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Quarter Tax Report Transmit Payroll Tax Add Jurisdiction Agency Notice Progress Amendment Package
Completion rate for the Task 4 is statistically lower than the other 4 tasks
Error bars represent 90% confidence intervals | N = 25
When asked what was difficult about this task -
the most common response was that the
menus and the wording were difficult to
understand and didn't provide clear guidance
Task 1 Task 2 Task 3 Task 4 Task 5
34. PA S A D E N A U X | D E C E M B E R 2 0 1 6
“ENTERPRISELAND”
I dedicated my life to the
study of fencing, so the
next time we meet, I will
not fail. I will go up to the
six-fingered man and say,
"Hello. My name is Inigo
Montoya. You killed my
father. Prepare to die."
35. MAP “DESIGN PRINCIPLES” TO TOP TASKS
P U R P O S E F U L
P R O C E S S S T E P S
TA S K 1
R E L I A B L E P R O A C T I V E
P R O C E S S S T E P S
P R O C E S S S T E P S
TA S K 4
TA S K 6
TA S K 3
TA S K 2
TA S K 9
47. # A D P U X | M A R C H , 2 0 1 7
Chapter 3: Our Travels in Enterpriseland
(and what we learned along the way)
48. PA S A D E N A U X | D E C E M B E R 2 0 1 6
problems of unusual size
49. PA S A D E N A U X | D E C E M B E R 2 0 1 6
UX research team
research environment
50. PA S A D E N A U X | D E C E M B E R 2 0 1 6
redesign release date
51. PA S A D E N A U X | D E C E M B E R 2 0 1 6
the cliffs of insanity
UX research team
https://www.reddit.com/r/EarthPorn/comments/3fhebq/the_cliffs_of_moher_ireland_oc_2560x1709/
52. The Cliffs of Insanity
UX research team
https://www.reddit.com/r/EarthPorn/comments/3fhebq/the_cliffs_of_moher_ireland_oc_2560x1709/
world-wide ransom-ware attack
53. PA S A D E N A U X | D E C E M B E R 2 0 1 6
UX research team
other projects
54. PA S A D E N A U X | D E C E M B E R 2 0 1 6
me
UX research team
56. 1. Clarify representative audience
2. Identify customer tasks
3. Define UX metrics
4. Benchmark the current experience
5. Compare redesign to the benchmark
6. Connect to company KPI’s