[Sigia-l] How do you measure success?

[Jonathan Baker-Bates]

On 18 March 2011 11:27, Paola Kathuria <paola at limov.com> wrote:

>
> What ever happened to Key Performance Indicators? Aren't people
> writing in measures of success into requirements documents and
> then checking against them after launch?
>

If by "Google Analytics's reports and graphs" you mean user and visits, then
you may be mistaken. As far as I know, a commercial web operation of
significant size will judge most design (and other) changes against
conversion. In our case, projects are analysed mostly against that, but some
are given other performance metrics such as participation and bounce rate,
depending on where the change is on the site. We determine changed in these
metrics by means of multi-variate tests. We also run annual Net Promoter
surveys against the the whole site (and those of our competitors) to get a
blunt quantitative read on customer satisfaction overall.

Jonathan

PS: I would say that when you rail against a lack of KPIs, I would be
careful what you wish for. My department does not currently have any revenue
responsibility. Given the nature of UX (he says, darkly) I think that's a
good thing.