Information Technology Reference
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Weprovidemany examples of how UX metrics have been applied within
different organizations and how they have been used to answer specific
research questions. We also provide in-depth case studies to help you
determine how best to use the information revealed by the UX metrics.
WepresentUXmetricsthatcanbeusedwith many different products or
technologies . We take a broad view so that these metrics can be helpful
throughout your career even as technology evolves and products change.
This topic is organized into three main parts. The first part (Chapters 1-3)
provides background information needed to get up to speed on UX metrics.
Chapter 1providesan overview of user experience and metrics. We define
user experience, discuss the value of measuring the user experience,
share some of the emerging trends, dispel some of the common myths
about UX metrics, and introduce some of the newest concepts in UX
measurement.
Chapter 2includes background information on UX data and some basic
statistical concepts. We also provide a guide for performing common sta-
tistical procedures related to different UX methods.
Chapter 3focuseson planning a study involving metrics, including defin-
ing participant goals and study goals and choosing the right metrics for
a wide variety of situations.
The second part (Chapters 4-9) reviews five general types of UX metrics, as
well as some special topics that don't fall neatly into any single type. For each
metric, we explain what it is, when to use it, and when not to use it. We show
you how to collect data and different ways to analyze and present it. We provide
examples of how it has been used in real-world user experience research.
Chapter 4coversvarious types of performance metrics , including task suc-
cess, time on task, errors, efficiency, and ease of learning. These metrics
are grouped under an “umbrella” of performance because they measure
different aspects of the user's behavior.
Chapter 5looksat measuring usability issues . Usability issues can be quan-
tified easily by measuring the frequency, severity, and type of issue. We
also discuss some of the debates about appropriate sample sizes and
how to capture usability issues reliably.
Chapter 6focuseson self-reported metrics , such as satisfaction, expecta-
tions, ease-of-use ratings, confidence, usefulness, and awareness. Self-
reported metrics are based on what users share about their experiences,
not what the UX professional measures about their actual behaviors.
Chapter 7isdevotedto behavioral and physiological metrics . These metrics
include eye tracking, emotional engagement, facial expressions, and vari-
ous measures of stress. All of these metrics capture something about how
the body behaves as a result of the experience of interacting with a user
interface.
Chapter 8discusses how to combine different types of metrics and derive new
metrics . Sometimes it's helpful to get an overall assessment of the user
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