{"id":4785,"date":"2023-06-08T14:00:48","date_gmt":"2023-06-08T14:00:48","guid":{"rendered":"https:\/\/rosenfeldmedia.com\/enterprise-ux-2023\/?page_id=4785"},"modified":"2023-06-08T14:00:48","modified_gmt":"2023-06-08T14:00:48","slug":"day-2-driving-change-with-cx-metrics","status":"publish","type":"page","link":"https:\/\/rosenfeldmedia.com\/enterprise-ux-2023\/day-2-driving-change-with-cx-metrics\/","title":{"rendered":"Day 2-Driving Change with CX Metrics"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5188\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/1cx-300x164.png\" alt=\"\" width=\"980\" height=\"536\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/1cx-300x164.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/1cx-1024x559.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/1cx-768x419.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/1cx-1536x839.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/1cx-600x328.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/1cx.png 1992w\" sizes=\"auto, (max-width: 980px) 100vw, 980px\" \/><\/p>\n<p>\u2014 Thank you so much and we are so excited to share CX metrics with you today, as we have been busy making data and driving change with it<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5189\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/2cx-300x128.png\" alt=\"\" width=\"984\" height=\"420\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/2cx-300x128.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/2cx-1024x436.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/2cx-768x327.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/2cx-600x255.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/2cx.png 1876w\" sizes=\"auto, (max-width: 984px) 100vw, 984px\" \/><\/p>\n<div>\u2014 A business like data feels conclusive and honest, but we have found way to have data to do the following:<\/div>\n<ul>\n<li>\n<div>Act as a vehicle for organizational change<\/div>\n<\/li>\n<li>\n<div>Transform our products<\/div>\n<\/li>\n<li>\n<div>Scale design quality<\/div>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5190\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/3cx-300x136.png\" alt=\"\" width=\"1092\" height=\"495\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/3cx-300x136.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/3cx-1024x463.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/3cx-768x347.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/3cx-1536x695.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/3cx-600x271.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/3cx.png 1830w\" sizes=\"auto, (max-width: 1092px) 100vw, 1092px\" \/><\/p>\n<div>\u2014 Our company, Mastercard, acts as key infrastructure for payments for global scale, and any small release Is huge<\/div>\n<ul>\n<li>\n<div>Focus on partnership, as we don\u2019t have banking license and making new experiences possible is key for us<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014 Aware that products need to be reasonably good, otherwise we risk becoming a company people avoid<\/div>\n<ul>\n<li>\n<div>So we are focusing on implementation and usage and retention<\/div>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5191\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/4cx-300x170.png\" alt=\"\" width=\"1128\" height=\"639\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/4cx-300x170.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/4cx-1024x581.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/4cx-768x436.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/4cx-1536x872.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/4cx-600x341.png 600w\" sizes=\"auto, (max-width: 1128px) 100vw, 1128px\" \/><\/p>\n<div>\u2014 It takes a lot to make products happen at Mastercard beyond the product, engineering, design triad<\/div>\n<ul>\n<li>\n<div>We are one of many groups, and are part of a complex value chain<\/div>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5192\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/5cx-300x131.png\" alt=\"\" width=\"1166\" height=\"509\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/5cx-300x131.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/5cx-1024x448.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/5cx-768x336.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/5cx-1536x672.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/5cx-600x263.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/5cx.png 1728w\" sizes=\"auto, (max-width: 1166px) 100vw, 1166px\" \/><\/p>\n<div>\u2014 \u00a0Mastercard\u2019s history as a sales-driven org has resulted in a set of historical anti-patterns<\/div>\n<ul>\n<li>\n<div>A HIPPO culture<\/div>\n<\/li>\n<li>\n<div>Customer-Led Decision Making<\/div>\n<\/li>\n<li>\n<div>Mistaking a willingness to pilot versus commercialization<\/div>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5193\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/6cx-300x169.png\" alt=\"\" width=\"1172\" height=\"660\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/6cx-300x169.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/6cx-1024x578.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/6cx-600x339.png 600w\" sizes=\"auto, (max-width: 1172px) 100vw, 1172px\" \/><\/p>\n<div>\u2014 HIPPO Culture: Building things because someone important had an idea<\/div>\n<ul>\n<li>\n<div>No insights but vibes<\/div>\n<\/li>\n<li>\n<div>Hippos want what they want<\/div>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5194\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/7cx-300x152.png\" alt=\"\" width=\"1182\" height=\"599\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/7cx-300x152.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/7cx-1024x519.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/7cx-768x390.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/7cx-1536x779.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/7cx-600x304.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/7cx.png 1948w\" sizes=\"auto, (max-width: 1182px) 100vw, 1182px\" \/><\/p>\n<div>\u2014 Customer-led decision making<\/div>\n<ul>\n<li>\n<div>Customization gone wild, and associated scope creep<\/div>\n<\/li>\n<li>\n<div>Bloated products that didn&#8217;t meet a need<\/div>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5195\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/8cx-300x156.png\" alt=\"\" width=\"1188\" height=\"618\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/8cx-300x156.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/8cx-1024x532.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/8cx-768x399.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/8cx-1536x799.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/8cx-2048x1065.png 2048w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/8cx-600x312.png 600w\" sizes=\"auto, (max-width: 1188px) 100vw, 1188px\" \/><\/p>\n<div>\u2014 Mistaking willingness to pilot versus willingness to pay versus commercialization<\/div>\n<ul>\n<li>\n<div>Commercializing is far more expensive than pilot test<\/div>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5196\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/9cx-300x136.png\" alt=\"\" width=\"1246\" height=\"565\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/9cx-300x136.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/9cx-1024x464.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/9cx-768x348.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/9cx-1536x696.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/9cx-600x272.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/9cx.png 1822w\" sizes=\"auto, (max-width: 1246px) 100vw, 1246px\" \/><\/p>\n<p>\u2014 We were to encourage more useful habits, and change ways of working beyond us and our roles<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5197\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/10cx-300x147.png\" alt=\"\" width=\"1292\" height=\"633\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/10cx-300x147.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/10cx-1024x503.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/10cx-600x295.png 600w\" sizes=\"auto, (max-width: 1292px) 100vw, 1292px\" \/><\/p>\n<div>\u2014 Distilled to ways of working going sideways, in three big ways<\/div>\n<ul>\n<li>\n<div>Issues with desirability<\/div>\n<\/li>\n<li>\n<div>Unclear ideas about Value exchange<\/div>\n<\/li>\n<li>\n<div>Lack of clarity regarding value delivery<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014Differentiated experiences and data to indicate values importnat to company and our future<\/div>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5198\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/11cx-300x157.png\" alt=\"\" width=\"1303\" height=\"682\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/11cx-300x157.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/11cx-1024x537.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/11cx-768x403.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/11cx-600x315.png 600w\" sizes=\"auto, (max-width: 1303px) 100vw, 1303px\" \/><\/p>\n<div>\u2014 We addressed problems though MasterCard CX metrics as standardized indicators of product quality aligned to product development framework<\/div>\n<ul>\n<li>\n<div>They allow proper course correction and minimize rework in product design, and allow an innovative approach<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014 Enable product teams to take ownership in testing and research of products, in a way they typically couldn\u2019t<\/div>\n<p>&nbsp;<\/p>\n<div>\u2014 Connected design quality to revenue generated by products<\/div>\n<p>&nbsp;<\/p>\n<div>\u2014 The metrics were<\/div>\n<ul>\n<li>\n<div>The Concept Desirability Score<\/div>\n<\/li>\n<li>\n<div>The Design Quality Score<\/div>\n<\/li>\n<li>\n<div>The Product Onboarding Gold Standard<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014 Concept Desirability Score \u00a0helped figure out the right space MasterCard should be playing in, versus where they should focus on being \u00a0more invovled<\/div>\n<p>&nbsp;<\/p>\n<div>\u2014 Design Quality was determined once we have market and demographic, how should product be designed for ideal sufficiency<\/div>\n<ul>\n<li>\n<div>When it goes out the door, from minimal market problem point of view and qualifies all touch points customers will encounter<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014 Onboarding Gold Standard to figure out best way partner can enable for greatest point of success<\/div>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5199\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/12cx-300x146.png\" alt=\"\" width=\"1299\" height=\"632\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/12cx-300x146.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/12cx-1024x499.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/12cx-768x374.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/12cx-1536x748.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/12cx-2048x997.png 2048w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/12cx-600x292.png 600w\" sizes=\"auto, (max-width: 1299px) 100vw, 1299px\" \/><\/p>\n<div>\u2014 The Concept Desirability Score included<\/div>\n<ul>\n<li>\n<div>Figuring out what to design, whether through unmet needs or fragmented markets, and how our company could make things better<\/div>\n<\/li>\n<li>\n<div>Dos<\/div>\n<ul>\n<li>\n<div>Go broad and have many concepts for opportunity<\/div>\n<\/li>\n<li>\n<div>Your chance to figure out how to dial things up and back as product will be combination of different things and run dozens of these<\/div>\n<\/li>\n<li>\n<div>Shouldn\u2019t replace traditional work<\/div>\n<\/li>\n<li>\n<div>Highlight risks and areas to avoid, and deep dive with thematic observations that could otherwise take several months to surface<\/div>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5200\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/13cx-300x157.png\" alt=\"\" width=\"1370\" height=\"717\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/13cx-300x157.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/13cx-1024x536.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/13cx-768x402.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/13cx-1536x804.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/13cx-2048x1071.png 2048w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/13cx-600x314.png 600w\" sizes=\"auto, (max-width: 1370px) 100vw, 1370px\" \/><\/p>\n<div>\u2014 For the Design Quality Score<\/div>\n<ul>\n<li>\n<div>Know we have target demo and market and thinking about the partners we need to get product out the door<\/div>\n<\/li>\n<li>\n<div>Where it\u2019s about more about adoption and use versus targeting the market<\/div>\n<\/li>\n<li>\n<div>How does someone align their life to the product, from an end-user point of view<\/div>\n<ul>\n<li>\n<div>How to make transactions and flows and different touchpoint with a product and continue to benefit relationship with produc<\/div>\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<div>Going deep on a single idea<\/div>\n<\/li>\n<li>\n<div>Do\u2019s and Don\u2019ts for this include<\/div>\n<ul>\n<li>\n<div>Getting into cognitive models of interaction<\/div>\n<\/li>\n<li>\n<div>Not replacement for traditional research<\/div>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5201\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/14cx-300x156.png\" alt=\"\" width=\"1373\" height=\"714\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/14cx-300x156.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/14cx-1024x534.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/14cx-600x313.png 600w\" sizes=\"auto, (max-width: 1373px) 100vw, 1373px\" \/><\/p>\n<div>\u2014 We\u2019ll dive deep on the anatomy of outputs of these scores<\/div>\n<ul>\n<li>\n<div>We created diagnostics grouping of info in particular subject matter and up to 200 people and pieces of subject matter relevant for interaction of product<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014 We asked in output: Do people understand and comprehend what they are looking at?<\/div>\n<ul>\n<li>\n<div>Disruptor to current way of behavior and how would they integrate it<\/div>\n<\/li>\n<li>\n<div>Qualitative feedback through research practitioners and answering all questions and quantitative questions<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014 This then bubbles up to thematic area of score, which becomes something PMs and project manager get excited about<\/div>\n<ul>\n<li>\n<div>Thematic layer is where a high score lets you dive way down into opportunity areas<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014 Finally have top-level score that encompasses diagnostic and thematic levels screening<\/div>\n<ul>\n<li>\n<div>This provides a holistic view of the product\u2019s overall satisfaction<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014 From researchers point of view we can have great product and can twist know slightly and make it better<\/div>\n<ul>\n<li>\n<div>Lot of internal development though<\/div>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5202\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/15cx-300x204.png\" alt=\"\" width=\"1340\" height=\"911\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/15cx-300x204.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/15cx-1024x696.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/15cx-768x522.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/15cx-1536x1044.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/15cx-600x408.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/15cx.png 1716w\" sizes=\"auto, (max-width: 1340px) 100vw, 1340px\" \/><\/p>\n<div>\u2014 Why all this effort?<\/div>\n<ul>\n<li>\n<div>To avoid project, product, portfolio managers saying, \u201cI don\u2019t get it\u201d and needing someone to explain an explanation of a metric<\/div>\n<\/li>\n<li>\n<div>Not one person who got scores felt they couldn\u2019t act on them<\/div>\n<ul>\n<li>\n<div>Avoided people doing research as window-dressing and not understanding potential value offered<\/div>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5203\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/16cx-300x204.png\" alt=\"\" width=\"1357\" height=\"923\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/16cx-300x204.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/16cx-1024x696.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/16cx-768x522.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/16cx-1536x1044.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/16cx-600x408.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/16cx.png 1748w\" sizes=\"auto, (max-width: 1357px) 100vw, 1357px\" \/><\/p>\n<div>\u2014 Will now try to articulate these metrics into a wireframe case study<\/div>\n<ul>\n<li>\n<div>On left was first DQS run for a subscription service for MasterCard, which could let you aggregate all your subscriptions into one sport<\/div>\n<ul>\n<li>\n<div>We felt this would crush it from a design quality perspective<\/div>\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<div>But score was low, as people felt it didn\u2019t differentiate from an Excel spreadsheet<\/div>\n<ul>\n<li>\n<div>End-users didn\u2019t see the value<\/div>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014 So redesigned to the wireframe on the right, and aligning product with a person\u2019s daily life<\/div>\n<ul>\n<li>\n<div>If service changed pricing model or did something different, here\u2019s something for you to pay attention to<\/div>\n<\/li>\n<li>\n<div>The design on right score exponentially higher, and not possible without an initial DQS<\/div>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5204\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/17cx-300x163.png\" alt=\"\" width=\"1364\" height=\"741\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/17cx-300x163.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/17cx-1024x555.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/17cx-768x416.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/17cx-600x325.png 600w\" sizes=\"auto, (max-width: 1364px) 100vw, 1364px\" \/><\/p>\n<div>\u2014 Main audience is product from the Product Onboarding Gold Standards<\/div>\n<ul>\n<li>\n<div>Not measuring product at all, but quantify all touchpoints as customers try to implement product<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014 Customers get list of action items to choose to improve and scores that visible and have skin in the game for executives<\/div>\n<p>&nbsp;<\/p>\n<div>\u2014 People are incentivized for speed to market, speed to scale, and ensuring product teams can move forward instead of of fast<\/div>\n<p>&nbsp;<\/p>\n<div>\u2014 Product success should be about making customers more successful<\/div>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5205\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/18cx-300x157.png\" alt=\"\" width=\"1374\" height=\"719\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/18cx-300x157.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/18cx-1024x535.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/18cx-768x402.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/18cx-1536x803.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/18cx-2048x1071.png 2048w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/18cx-600x314.png 600w\" sizes=\"auto, (max-width: 1374px) 100vw, 1374px\" \/><\/p>\n<div>\u2014 Our products are highly configurable<\/div>\n<ul>\n<li>\n<div>Can we give good instructions like documentation, troubleshooting, testing configurations?<\/div>\n<\/li>\n<li>\n<div>If teams make changes we recommend, do they improve time to revenue and make more money<\/div>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5206\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/19cx-300x160.png\" alt=\"\" width=\"1373\" height=\"732\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/19cx-300x160.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/19cx-600x321.png 600w\" sizes=\"auto, (max-width: 1373px) 100vw, 1373px\" \/><\/p>\n<p>\u2014 What\u2019s easy for us to deliver might not align with what customers need<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5207\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/20cx-300x149.png\" alt=\"\" width=\"1371\" height=\"681\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/20cx-300x149.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/20cx-1024x509.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/20cx-768x382.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/20cx-1536x764.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/20cx-600x299.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/20cx.png 2018w\" sizes=\"auto, (max-width: 1371px) 100vw, 1371px\" \/><\/p>\n<div>\u2014 Asking people to take on responsibility is tough, and with incentives<\/div>\n<ul>\n<li>\n<div>Easy for us to plug-in to business processes<\/div>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5208\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/21cx-300x140.png\" alt=\"\" width=\"1369\" height=\"639\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/21cx-300x140.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/21cx-1024x477.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/21cx-768x358.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/21cx-1536x716.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/21cx-2048x954.png 2048w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/21cx-600x280.png 600w\" sizes=\"auto, (max-width: 1369px) 100vw, 1369px\" \/><\/p>\n<div>\u2014 Would be remiss if I didn\u2019t bring up Will and Jenny\u2019s presentation for need for metrics<\/div>\n<p>&nbsp;<\/p>\n<div>\u2014 We will talk about operationalizing these metrics through a product dev framework<\/div>\n<ul>\n<li>\n<div>Otherwise just another checkbox, and \u00a0the frame will be completely useless<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014 We aligned CX metrics with product stage gates that already existed<\/div>\n<ul>\n<li>\n<div>Moving from concept to prototypes, can come in with opportunity space<\/div>\n<\/li>\n<li>\n<div>Prototype to market test, have score to fine-tune best in class design to take to market<\/div>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5209\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/22cx-300x145.png\" alt=\"\" width=\"1370\" height=\"662\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/22cx-300x145.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/22cx-1024x494.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/22cx-768x370.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/22cx-1536x741.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/22cx-600x289.png 600w\" sizes=\"auto, (max-width: 1370px) 100vw, 1370px\" \/><\/p>\n<div>\u2014 Here\u2019s how CX metrics align to framework and documentation, but once we\u2019ve unveiled CX metrics, people are very grateful to have them<\/div>\n<ul>\n<li>\n<div>People like concept desirability score and design quality score, and onboarding goal standards<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014 Imagine you are armed with studies and research, so why not make sure customers build it in the right way<\/div>\n<p>&nbsp;<\/p>\n<div>\u2014 All three metrics are a de-facto three-legged stool<\/div>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5210\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/23cx-300x151.png\" alt=\"\" width=\"1353\" height=\"681\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/23cx-300x151.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/23cx-1024x514.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/23cx-768x386.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/23cx-1536x772.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/23cx-2048x1029.png 2048w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/23cx-600x301.png 600w\" sizes=\"auto, (max-width: 1353px) 100vw, 1353px\" \/><\/p>\n<div>\u2014 These metrics were not an overnight process, as it started several years and not enough people were initially there, and we still needed to nudge people to better decision making<\/div>\n<ul>\n<li>\n<div>People without design capability required outside intervention<\/div>\n<ul>\n<li>\n<div>If you don\u2019t value it, you don\u2019t fund it<\/div>\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<div>Partners required specific kinds of help<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014 Building on guardrails helped us scale and prevent misuse<\/div>\n<div><\/div>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5211\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/24cx-300x145.png\" alt=\"\" width=\"1341\" height=\"648\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/24cx-300x145.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/24cx-1024x495.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/24cx-768x371.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/24cx-1536x742.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/24cx-2048x990.png 2048w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/24cx-600x290.png 600w\" sizes=\"auto, (max-width: 1341px) 100vw, 1341px\" \/><\/p>\n<div>\u2014 We previously mentioned that people perceive automation for replacement for authenticity people are excited about tools and getting product to market by using metrics<\/div>\n<ul>\n<li>\n<div>You couldn\u2019t do that though<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014 Most of constituents once they\u2019ve ran a few tests\u2014 recognize need for more funding the need to look at once particular piece, and view research as like a laser (not a shotgun)<\/div>\n<ul>\n<li>\n<div>DQS and other metrics figure out where to aim laser, and this requires coaching from the design team on proper implementation<\/div>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5212\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/25cx-300x142.png\" alt=\"\" width=\"1371\" height=\"649\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/25cx-300x142.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/25cx-1024x486.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/25cx-768x364.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/25cx-2048x971.png 2048w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/25cx-600x285.png 600w\" sizes=\"auto, (max-width: 1371px) 100vw, 1371px\" \/><\/p>\n<div>\u2014 We also faced the huge risk of gaming the design system, and people completing the evaluation process in a desire to impress people in leadership<\/div>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5213\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/26cx-300x162.png\" alt=\"\" width=\"1335\" height=\"721\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/26cx-300x162.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/26cx-1024x554.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/26cx-768x416.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/26cx-1536x831.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/26cx-600x325.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/26cx.png 1826w\" sizes=\"auto, (max-width: 1335px) 100vw, 1335px\" \/><\/p>\n<div>\u2014 Products scored in an unusually close range, and worried if all PMs lied about the metrics they had<\/div>\n<ul>\n<li>\n<div>They didn\u2019t, but gold standard paradigm existed<\/div>\n<\/li>\n<li>\n<div>We built guardrails to prevent this kind of gaming in the future, like disclosing cross-functional contributors and uploading evidence<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014 Needed ability to analyze data, and have someone else \u00a0quantify the situation<\/div>\n<div><\/div>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5214\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/27cx-300x135.png\" alt=\"\" width=\"1293\" height=\"582\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/27cx-300x135.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/27cx-1024x462.png 1024w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/27cx-768x346.png 768w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/27cx-1536x692.png 1536w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/27cx-600x270.png 600w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/27cx.png 1970w\" sizes=\"auto, (max-width: 1293px) 100vw, 1293px\" \/><\/p>\n<div>\u2014 Moral is that score are means to an end, but goals is not to create fear, but incentivize dollars for changes<\/div>\n<ul>\n<li>\n<div>Create air cover for teams to make improvements too<\/div>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5215\" src=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/28cx-300x208.png\" alt=\"\" width=\"1304\" height=\"904\" srcset=\"https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/28cx-300x208.png 300w, https:\/\/rm-media.nyc3.digitaloceanspaces.com\/wp-content\/uploads\/sites\/26\/2023\/06\/28cx-600x417.png 600w\" sizes=\"auto, (max-width: 1304px) 100vw, 1304px\" \/><\/p>\n<p>&nbsp;<\/p>\n<div>\u2014 Thank you. Any questions?<\/div>\n<p>&nbsp;<\/p>\n<div><u>Q&amp;A<\/u><\/div>\n<ol>\n<li>\n<div>How well established are measurement tools across org?<\/div>\n<\/li>\n<\/ol>\n<div><\/div>\n<div>\u2014 Required for all products and have been mandated across the org<\/div>\n<ul>\n<li>\n<div>Point made where its less about metric itself but we make it more about mandate to get people excited about metric<\/div>\n<ul>\n<li>\n<div>People get excited about tools after initial frustration<\/div>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<div><\/div>\n<ol start=\"2\">\n<li>\n<div>Scores are just the beginning, so do you emphasize the need for learning and iteration?<\/div>\n<\/li>\n<\/ol>\n<div><\/div>\n<div>\u2014 Product Managers are worried they might do badly<\/div>\n<ul>\n<li>\n<div>Executives looking at trends and big opportunities<\/div>\n<\/li>\n<li>\n<div>Resisted setting up score, to make sure it was in service of change, instead of overwhelming the PMs<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<ol start=\"3\">\n<li>\n<div>Any pro\/con sentiments from product team using the scores?<\/div>\n<\/li>\n<\/ol>\n<div><\/div>\n<div>\u2014 Been pro across the board, as the metrics speak their language<\/div>\n<ul>\n<li>\n<div>As people are so excited by metric they don\u2019t do further research, and need shepherds to fine-tune things as they go<\/div>\n<\/li>\n<li>\n<div>Couple of cons on B2B side to not test consumer products but banking products<\/div>\n<ul>\n<li>\n<div>Banking products require right audience and getting data correct<\/div>\n<ul>\n<li>\n<div>Dial numbers down in this case, to avoid overly challenging of data<\/div>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<div><\/div>\n<ol start=\"4\">\n<li>\n<div>How if at all, UX heuristic assessment component of metrics?<\/div>\n<\/li>\n<\/ol>\n<div><\/div>\n<div><\/div>\n<div>\u2014 As of night now from CDS and DQS, heuristic evaluations are further upstream from what we are doing<\/div>\n<ul>\n<li>\n<div>We are thinking of introducing that metric though<\/div>\n<\/li>\n<\/ul>\n<div>\u2014 We are so close at the ground, so goal is to make more money<\/div>\n<div><\/div>\n<div><\/div>\n<ol start=\"6\">\n<li>\n<div>How to set up data for metrics across broad range of areas?<\/div>\n<\/li>\n<\/ol>\n<div><\/div>\n<div>\u2014 Run through vendor of ours, and mostly automated<\/div>\n<ul>\n<li>\n<div>Provided interactive prototype to get people across task<\/div>\n<ul>\n<li>\n<div>Combination of automation in diagnostic theme and specific things inherent to your product<\/div>\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<div>Taking 30 minutes to go into the field for general populations, is inexpensive compared to other kinds of research and helps product feel like they own the project<\/div>\n<ul>\n<li>\n<div>It has to be cheap, fast, and\u00a0understandable while tying to\u00a0something real<\/div>\n<\/li>\n<li>\n<div>This leads to benchmark for data, which we can check our products against<\/div>\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<div>Information goes into scoring dashboard and contactless transactions<\/div>\n<\/li>\n<li>\n<div>Make it easy to use, so it leads to differentiaton<\/div>\n<\/li>\n<\/ul>\n<div><\/div>\n<div>\u2014 For all of metrics, we get people interested in participating and get interested in their wins and what could be done, since executives expect improvements<\/div>\n<div><\/div>\n<div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>\u2014 Thank you so much and we are so excited to share CX metrics with you today, as we have been busy making data and driving change with it &nbsp; &nbsp; \u2014 A business like data feels conclusive and honest, but we have found way to have data to do the following: Act as a [&hellip;]<\/p>\n","protected":false},"author":334,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-4785","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Day 2-Driving Change with CX Metrics - Enterprise UX 2023<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/rosenfeldmedia.com\/enterprise-ux-2023\/day-2-driving-change-with-cx-metrics\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Day 2-Driving Change with CX Metrics - Enterprise UX 2023\" \/>\n<meta property=\"og:description\" content=\"\u2014 Thank you so much and we are so excited to share CX metrics with you today, as we have been busy making data and driving change with it &nbsp; 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