Information Technology Reference
In-Depth Information
At Autodesk, we've found that calculating a net promoter score isn't as useful
as graphing and using key driver charts. Key driver charts target the aspects of the
user experience that are needed most urgently in design improvements. By calcu-
lating drivers from year to year, we see how our investments in key areas pay out
by increasing our users' likelihood to recommend our products. We watch a fea-
tures move from the FIX quadrant safely into the LEVERAGE quadrant. Inspiring
more customers to promote our product through designing excellent user expe-
riences is what motivates us. It's not about a
score
or solely about acquiring new
customers, it's about designing software experiences that are so good, our users
will promote them actively.
REFERENCES
Bradner, E. (2010,).
Recommending net promoter
. Retrieved on 23.10.2011 from DUX:
Designing the User Experience at Autodesk <
http://dux.typepad.com/dux/2010/11/
Reichheld, F. (2003). The one number you need to grow.
Harvard Business Review
.
Sauro, J. (2011).
Usability and net promoter benchmarks for consumer software
. Retrieved on
23.10.2011 from Measuring Usability <
http://www.measuringusability.com/soft-
Sauro, J., & Kindlund, E. (2005). Using a single usability metric (SUM) to compare the
usability of competing products. In
Proceeding of the human computer interaction inter-
national conference (HCII 2005)
, Las Vegas, NV.
Biography
Erin Bradner
works for Autodesk, Inc.—makers of AutoCAD and a world leader
in 3D design software for manufacturing, building, engineering, and entertain-
ment. Erin manages user experience research across several of Autodesk's engi-
neering and design products. She actively researches topics ranging from the
future of computer-aided design, to how best to integrate marking menus into
AutoCAD, to the contribution of user experience to likelihood to recommend
a product. Erin has a Ph.D. in Human-Computer Interaction and 15 years of
experience using both quantitative and qualitative research methods. Prior to
Autodesk, Erin consulted for IBM, Boeing, and AT&T.
10.2 MEASURING THE EFFECT OF FEEDBACK ON
FINGERPRINT CAPTURE
By Mary Theofanos, Yee-Yin Choong, and Brian Stanton, National Institute of
Standards and Technology
The National Institute of Standards and Technology's Biometrics Usability
Group is studying how to provide real-time feedback to fingerprint users in
order to improve biometric capture at U.S. ports of entry. Currently, the U.S.
Visitor and Immigrant Status Indicator Technology (US-VISIT) program col-
lects fingerprints from all foreign visitors entering the United States using an
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