Case Studies - Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics - page 238

Workflow Design 1 257

Workflow Design 2 260

Workflow Design 3 260

Workflow 4 Screen 1 261

Workflow 4 Screen 2 261

10.3.4 Results 261

10.3.5 Conclusions 261

Biographies 262

10.4 USING METRICS TO HELP IMPROVE A UNIVERSITY
PROSPECTUS

263

10.4.1 Example 1: Deciding on Actions after Usability Testing 264

10.4.2 Example 2: Site-Tracking Data 267

10.4.3 Example 3: Triangulation for Iteration of Personas 269

10.4.4 Summary 270

ACKNOWLEDGMENTS 270

REFERENCES 270

BIOGRAPHIES 270

10.5 MEASURING USABILITY THROUGH BIOMETRICS 271

10.5.1 Background 271

10.5.2 Methods 271

Participants 272

Technology 272

Procedure 272

10.5.3 Biometric Findings 272

Q Sensor data results 273

10.5.4 Qualitative Findings 274

10.5.5 Conclusions and Practitioner Take-Aways 275

ACKNOWLEDGMENTS 276

REFERENCES 276

BIOGRAPHIES 277

This chapter presents five case studies showing how other UX researchers and
practitioners have used metrics in their work. These case studies highlight the
amazing breadth of products and UX metrics. We thank the authors of these
case studies: Erin Bradner from Autodesk; Mary Theofanos, Yee-Yin Choong,
and Brian Stanton from the National Institute of Standards and Technology
(NIST); Tanya Payne, Grant Baldwin, and Tony Haverda from Open Text; Viki
Stirling and Caroline Jarrett from Open University; and Amanda Davis, Elizabeth
Rosenzweig, and Fiona Tranquada from Bentley University.

10.1 NET PROMOTER SCORES AND THE VALUE OF A
GOOD USER EXPERIENCE
By Erin Bradner, Autodesk

Net Promoter is a measure of customer satisfaction that grew out of the
Customer Loyalty research by Frederick Reichheld (2003) . Reichheld developed