User Experience Metrics for Success

⏱️ How To Measure UX (https://lnkd.in/e5ueDtZY), a practical guide on how to use UX benchmarking, SUS, SUPR-Q, UMUX-LITE, CES to eliminate bias and gather statistically reliable results — with useful templates and resources. By Roman Videnov. Measuring UX is mostly about showing cause and effect. Of course, management wants to do more of what has already worked — and it typically wants to see ROI > 5%. But the return is more than just increased revenue. It’s also reduced costs, expenses and mitigated risk. And UX is an incredibly affordable yet impactful way to achieve it. Good design decisions are intentional. They aren’t guesses or personal preferences. They are deliberate and measurable. Over the last years, I’ve been setting ups design KPIs in teams to inform and guide design decisions (fully explained in videos → https://measure-ux.com). Here are some examples: 1. Top tasks success > 80% (for critical tasks) 2. Time to complete top tasks < Xs (for critical tasks) 3. Time to first success < 90s (for onboarding) 4. Time to candidates < 120s (nav + filtering in eCommerce) 5. Time to top candidate < 120s (for feature comparison) 6. Time to hit the limit of a free tier < 7d (for upgrades) 7. Presets/templates usage > 80% per user (to boost efficiency) 8. Filters used per session > 5 per user (quality of filtering) 9. Feature adoption rate > 30% (usage of a new feature per user) 10. Feature retention rate > 40% (after 90 days) 11. Time to pricing quote < 2 weeks (for B2B systems) 12. Application processing time < 2 weeks (online banking) 13. Default settings correction < 10% (quality of defaults) 14. Relevance of top 100 search requests > 80% (for top 5 results) 15. Service desk inquiries < 35/week (poor design → more inquiries) 16. Form input accuracy ≈ 100% (user input in forms) 17. Frequency of errors < 3/visit (mistaps, double-clicks) 18. Password recovery frequency < 5% per user (for auth) 19. Fake email addresses < 5% (newsletters) 20. Helpdesk follow-up rate < 4% (quality of service desk replies) 21. “Turn-around” score < 1 week (frustrated users -> happy users) 22. Environmental impact < 0.3g/page request (sustainability) 23. Frustration score < 10% (AUS + SUS/SUPR-Q) 24. System Usability Scale > 75 (usability) 25. Accessible Usability Scale (AUS) > 75 (accessibility) 26. Core Web Vitals ≈ 100% (performance) Each team works with 3–4 design KPIs that reflect the impact of their work. Search team works with search quality score, onboarding team works with time to success, authentication team works with password recovery rate. What gets measured, gets better. And it gives you the data you need to monitor and visualize the impact of your design work. Once it becomes a second nature of your process, not only will you have an easier time for getting buy-in, but also build enough trust to boost UX in a company with low UX maturity. [Useful tools in comments ↓]

Ever looked at a UX survey and thought: “Okay… but what’s really going on here?” Same. I’ve been digging into how factor analysis can turn messy survey responses into meaningful insights. Not just to clean up the data - but to actually uncover the deeper psychological patterns underneath the numbers. Instead of just asking “Is this usable?”, we can ask: What makes it feel usable? Which moments in the experience build trust? Are we measuring the same idea in slightly different ways? These are the kinds of questions that factor analysis helps answer - by identifying latent constructs like satisfaction, ease, or emotional clarity that sit beneath the surface of our metrics. You don’t need hundreds of responses or a big-budget team to get started. With the right methods, even small UX teams can design sharper surveys and uncover deeper insights. EFA (exploratory factor analysis) helps uncover patterns you didn’t know to look for - great for new or evolving research. CFA (confirmatory factor analysis) lets you test whether your idea of a UX concept (say, trust or usability) holds up in the real data. And SEM (structural equation modeling) maps how those factors connect - like how ease of use builds trust, which in turn drives satisfaction and intent to return. What makes this even more accessible now are modern techniques like Bayesian CFA (ideal when you’re working with small datasets or want to include expert assumptions), non-linear modeling (to better capture how people actually behave), and robust estimation (to keep results stable even when the data’s messy or skewed). These methods aren’t just for academics - they’re practical, powerful tools that help UX teams design better experiences, grounded in real data.

❓ What compounds like interest, breaks like glass, & travels faster than your next product update? You can ship product. You can run ads, go viral, get thousands of users. But if you don’t have trust—you're not in #fintech. You're in tech that happens to handle money… temporarily! Because in fintech, trust isn’t a feature—it’s the entire business model. 🔍 After the hype comes the audit We’ve seen it play out: FTX. Celsius. Signature. Terra. Each one a masterclass in how fast “innovation” turns to incineration when trust goes missing. & now? Every regulator, every LP, every institutional buyer is asking the same thing: “Can I trust this company?” They're not asking if you’re fast. Or cool. Or crypto-native. They’re asking if you’re licensed, audited, & resilient—because that’s the new fintech stack. 📊 Let’s talk data: Trust is quantifiable 1. Edelman Trust Barometer 2024 • Institutions with transparent regulatory practices score +20% higher in trust • 68% of people now say “licensed status” impacts their choice of financial product 2. McKinsey’s “Building Trust in Digital Finance,” 2023 • Fintechs with visible compliance frameworks saw 2.1x customer LTV • Trust-led platforms reached 27% faster adoption among institutional partners • 91% of B2B customers cited “regulatory readiness” as a top trust signal 3. Deloitte 2023: Institutional Readiness Report • 83% of institutional investors now require proof of license before even entering commercial talks • 74% flagged “unclear regulatory posture” as the reason they walked away from a deal Let that sink in: You can be first to market… & still be first to fail if you're last to gain trust. 🛠️ So how is trust actually built in fintech? (It’s not vibes) Here’s what boards, regulators, & clients now expect: ✅ Licenses in trusted jurisdictions (VARA, ADGM, FCA, MAS—not basement-registered shellcos) ✅ Real-time compliance policies, not recycled PDFs ✅ Operational transparency—CCSS, penetration tests, recovery plans ✅ Zero heroism—teams with depth, not a one-person compliance army ✅ Governance that works—because trust without oversight is a PR campaign, not a strategy #Trust is no longer just a brand promise. It’s a balance sheet asset. 📈 Trust isn’t sexy—but it scales You don’t see founders celebrating a new policy manual on Twitter. But you should. Because those documents? That risk matrix? That early regulator engagement? That’s what unlocks: • Faster partnerships • Bigger checks • Cross-border access • Higher M&A multiples You don’t need to be perfect. But you need to be provably trustworthy. 🧠 The smartest play in fintech? If you’re building in fintech, forget the vanity metrics. Trust is the real KPI. It compounds like interest, breaks like glass, & travels faster than your next product update. & it lives in your regulatory posture, your governance discipline, & your willingness to be held accountable. Because in fintech, trust doesn’t just unlock the door. It is the door.

Your social media KPIs are lying to you. 🫠💸 I’ve been tracking something across my client campaigns: the brands with the biggest budgets aren’t always winning. What separates the winners from the big spenders? TRUST. We’ve been measuring the wrong things. Likes, shares, and reach are vanity metrics. The real KPI that predicts success? Trust score. Here’s how I measure it for my global brand clients: → Authenticity Rate: Comments that feel genuine vs. generic → Consistency Index: Brand voice alignment across all touchpoints → Community Loyalty: Repeat engagement and user-generated content → Crisis Resilience: How your audience defends you when challenged 🕵️The internet has created millions of detective-consumers. They spot greenwashing from miles away. They call out pinkwashing instantly. They can smell a trend-chasing brand that stands for nothing. The brands winning today? They stopped chasing viral moments and started building relationships. 🫂They don’t copy-paste every trend. They create their own waves with authentic storytelling that connects their values to their audience’s lives. Here’s what most marketers miss: You can’t fake authenticity on social media if it doesn’t exist in your company culture. Trust isn’t a social media strategy - it’s an organizational commitment. When trust becomes your North Star, something magical happens: Your budget works harder, your content resonates deeper, and your community becomes your best marketing team ✨ The question isn’t whether you can afford to build trust. It’s whether you can afford not to. Building authentic brands that create real connections is what I do as a creative strategist. If you’re struggling to translate your brand’s true voice into social media success, let’s talk about how strategy beats spending every time! 💥

If your PR report looks impressive with big numbers but still feels empty, this post is for you. Most agencies still sell visibility KPIs — impressions, mentions, share of voice, AVE, reach. These agencies aren't wrong in doing it, as these metrics are can be measured with ease. But these metrics lack meaning for clients. These numbers tell you how often your name showed up, not whether your story landed or your reputation strengthened. What you should be tracking instead are Trust Signals — the real indicators of reputation movement. Trust Signals look like this: - A journalist quoting you without you pitching them. - A client repeating your messaging unprompted. - An investor referencing your thought piece in a meeting. - Employees sharing company news with pride. These are lagging indicators of belief. They don’t fit neatly in a dashboard and that's why most agencies avoid them. But if your PR work doesn’t move trust, it’s just paid noise management. PR done right builds confidence in your name, not just coverage reports. So next time you get your monthly report, ask one simple question: “Which of these numbers tells me people trust us more than last month?” Which metric did your PR agency report last month?

AI changes how we measure UX. We’ve been thinking and iterating on how we track user experiences with AI. In our open Glare framework, we use a mix of attitudinal, behavioral, and performance metrics. AI tools open the door to customizing metrics based on how people use each experience. I’d love to hear who else is exploring this. To measure UX in AI tools, it helps to follow the user journey and match the right metrics to each step. Here's a simple way to break it down: 1. Before using the tool Start by understanding what users expect and how confident they feel. This gives you a sense of their goals and trust levels. 2. While prompting  Track how easily users explain what they want. Look at how much effort it takes and whether the first result is useful. 3. While refining the output Measure how smoothly users improve or adjust the results. Count retries, check how well they understand the output, and watch for moments when the tool really surprises or delights them. 4. After seeing the results Check if the result is actually helpful. Time-to-value and satisfaction ratings show whether the tool delivered on its promise. 5. After the session ends See what users do next. Do they leave, return, or keep using it? This helps you understand the lasting value of the experience. We need sharper ways to measure how people use AI. Clicks can’t tell the whole story. But getting this data is not easy. What matters is whether the experience builds trust, sparks creativity, and delivers something users feel good about. These are the signals that show us if the tool is working, not just technically, but emotionally and practically. How are you thinking about this? #productdesign #uxmetrics #productdiscovery #uxresearch

🧵 How Do You Measure a Relationship? In neighbourhood health and cross-sector work, we often ask: How do we know it's working? Not just the outputs, but the relational glue that holds it together. I’ve been in projects where a cohesive team just gets stuff done. No fanfare. Just trust, understanding, and movement. It’s something I believe I bring as a neurodivergent dyslexic wired to read people, respond communicatively, and know when to act or step back. But how do we measure that? 📊 Emerging practice across BNSSG suggests: 1)Trust & engagement indices between citizens and services 2)Narrative interviews and storytelling-based reflections 3)Social network mapping to track who connects with whom 4)Developmental evaluation that measures learning, not just outcomes 5)Ethnographic observations of service interactions These aren’t just metrics, they’re lifelines. They surface subconscious bias, adaptive capacity, and the human messiness that makes collaboration real. 🧠 Leadership in Cross-Sector Teams: Top 5 Conditions for Collaboration i) Psychological safety – people must feel safe to speak, challenge, and be vulnerable ii)Shared purpose – not just aligned goals, but co-owned meaning iii)Adaptive space – the “in-between” zone where ideas move from periphery to core iv) Enabling leadership – catalysing conditions, removing barriers, connecting people v)Relational infrastructure – time, tools, and rituals that allow trust to grow This is the work. Messy, human, and deeply creative. If you’re working in neighbourhoods, systems, or cross-sector spaces, how do you measure trust and relational glue? Let’s build the evidence and the story. #AdaptiveSpace #CreativeHealth #NeighbourhoodLeadership #RelationalGlue #ComplexSystems #DYCP #BNSSG #CultureAndCare

You've crafted an amazing digital world, but how do you know users are loving it?....... Have you heard about UX KPIs? Let's Unpack That, Think of them as design detectives. These KPIs spill the beans on how users feel about your creation. They tell you if your design is high-fiving users or leaving them puzzled. Behavioral UX KPIs - 💯 Task Success Rate - Your users' ability to accomplish tasks effortlessly is crucial. Task Success Rate quantifies the percentage of users who successfully complete a specific task or goal within your user experience study. It reflects how well your design supports users in achieving their objectives. ⏱️ Time on Task - Understanding how long users take to complete tasks reveals insights into the efficiency and complexity of your design. This metric gives you a clear picture of whether your design facilitates swift interactions or if users are struggling to navigate. ❌ User Error Rate - Mistakes happen, but frequent errors can be detrimental to user satisfaction. This metric measures the frequency of errors users encounter while interacting with your product. It helps you identify pain points and areas that need improvement. Attitudinal UX KPIs - 📊 System Usability Scale (SUS) - This questionnaire-based metric evaluates users' perceived usability of your product. Participants respond to statements that assess their agreement levels. SUS provides valuable insights into how user-friendly and intuitive your design is. 📣 Net Promoter Score (NPS) - NPS gauges user loyalty and satisfaction by asking a simple question: "How likely are you to recommend this product to others?" The score ranges from 0 to 10, categorizing users as promoters, passives, or detractors. It's a powerful indicator of user advocacy. 😃 Customer Satisfaction Score (CSAT) - Keeping your users content is essential. CSAT measures user satisfaction by asking them to rate their experience. This simple rating scale, often ranging from 1 to 5, helps you grasp user sentiment and pinpoint areas for improvement. .......KPIs guide our decisions, illuminate our paths, and validate our efforts. With each iteration, we refine our designs, infusing them with the pulse of user-centricity. Remember, success in UX design isn't a static destination – it's an evolving journey shaped by the insights we glean. Follow & Connect - Rohit Borachate #UXKPIs #UXMetrics #UXInsights #uxdesign #keyperformanceindicators #UserExperienceMetrics #UXAnalysis #uxstrategy

Green CSAT can still hide red flags. The momentum metric your CFO actually feels: Trust Delta™. A 4.7 CSAT score looks great on a dashboard. But it only shows how someone felt once — in a single interaction. It doesn’t tell you how much confidence they lost after an outage. It doesn’t show if trust recovered after a rocky release. And it doesn’t prove whether they’ll believe in you next time. That’s where Trust Delta™ comes in. It tracks how trust changes before and after key events — outages, incidents, major changes — so you can see the direction of the relationship, not just the temperature of a moment. 📈 +18% jump in confidence after a seamless change window. 📉 –27% dip following a poorly communicated outage. 🔁 +42% climb over three months as automation reduced ticket noise. Those aren’t satisfaction numbers. They’re momentum signals — and momentum is what executives actually fund. Because here’s the truth: CSAT tells you how you did yesterday. Trust Delta™ shows whether they’ll believe in you tomorrow. How to Use Trust Delta™ in Practice 1. Measure trust before and after every major event ↳ Add a simple confidence question after outages, changes, or releases: 2. “How much do you trust IT to deliver reliably?” Track the change, not just the score ↳ A shift from 62% to 80% is more valuable than a flat 78%. Momentum matters more than the moment. 3. Link trust movement to business decisions ↳ Use positive deltas to support funding conversations, and negative deltas to guide communication or process changes. Trust Delta™ isn’t about replacing CSAT. It’s about turning satisfaction into strategic insight — the kind that shapes decisions, earns influence, and moves IT from support to leadership. You can ONLY track CSAT or Trust Delta™ next quarter. Which one — and why? 📘 Trust Delta™ is one of the Grove Metrics I explore in The Grove Method for ITSM Excellence™ — where IT evolves from reactive service to trusted business partner. ♻️ Repost this if you’re ready to move beyond snapshots and start measuring momentum Follow Bob Roark for more Grove Metrics that turn IT from background noise into a business driver. #ITSM #CIO #Metrics #Trust #GroveMethod

Choosing the Right Loader: Infinite vs. Exact In the realm of user experience, choosing the appropriate loading indicator can significantly impact user satisfaction. Two common types of loaders are: Infinite Loaders: These continuously animate, suggesting an ongoing process. Exact Loaders: These display a progress bar or percentage, indicating the completion stage. When to Use Each: Infinite Loaders: Ideal for: Short actions (under 10 seconds): When the duration is uncertain or the action is quick, an infinite loader provides a sense of responsiveness. Background tasks: For processes that don't directly impact user interaction, an infinite loader maintains a sense of activity. Indefinite wait times: If the action's duration is unpredictable, an infinite loader prevents users from feeling stuck. Exact Loaders: Ideal for:Longer actions (10 seconds or more): Provides users with a clear sense of progress and estimated completion time. Multi-step processes: Allows users to track progress through multiple stages. Large file uploads/downloads: Gives users a visual cue of the remaining time. Key Considerations: User expectations: Consider what information users expect to see during the loading process. Action duration: Tailor the loader type to the estimated time required for the action. Context: The appropriate loader depends on the specific task and the overall user experience. By carefully selecting the right loader, you can enhance the user experience, improve perceived performance, and build trust with your audience. #uxdesign #uiux #userexperience #webdevelopment #mobiledevelopment