Meters, Kilos, NPS and Other Success Metrics

Three part workshop: July 8-10, 2020

  • Our virtual workshops are designed with you in mind. They combine lecture, discussion, and exercises, spread out over multiple days—so you can learn and engage without feeling drained.

    Who’s teaching and what they’ll cover

    success metrics workshop

    Meters, Kilos, NPS and Other Success Metrics

    with Itziar Pobes and Silvia Calvet
    Co-instructors of Meters, Kilos, NPS and Other Success Metrics
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    What you’ll learn

    Do you feel that you might be lacking some critical information when taking strategic decisions? Typically, businesses decide based on metrics and measure what is available. Customer context and value creation processes are overlooked. In this workshop, you’ll learn how to evaluate your current data mix, how to generate new indicators & how to pair them with insights, so your decisions are finally grounded.

    At the end of the workshop, you will receive a certificate of completion.

    Who should attend

    All participants somehow have been aiming to match metrics, insights and strategy —or at least are willing to change how their current organizations understand value and structure decision-making.

    This workshop is for you if you are:

    • A researcher or a designer willing to finally convert research into improvements for customers
    • A designer or UXer aspiring to be part of strategic decisions
    • A product person craving for better data to inform decision-making and prioritization
    • A service designer itching to introduce service-centricity in product organizations
    • An agile coach wanting to increase a customer centricity in her teams

    What we’ll cover

    Day 1 – Conventional indicators and metrics vs. a service perspective

    • Get familiar with our hands-on case and the team that you will be working with.
    • Analyze traditional digital product indicators, commonly used to measure and manage production, interactions and user behavior.
    • Explore how value is defined from a service perspective.

    Day 2 – Understanding value streams and their data streams

    • Analyze your indicators in the hands-on case and identify gaps: what type of value are most organizations measuring? How does this bias decisions?
    • Analyze other sources of information about value for the users and identify gaps.
    • Map value streams and work on new indicators and data sources.

    Day 3 – A new approach to inform decisions

    • Define a new dashboard where current and new metrics and qualitative insights are connected.
    • Discuss how to use the new dashboard to engage your team and transform your vision of users, also when you go back to your office.


    “Thank you for an amazing workshop. The content, the method and the care you put into workshopping a complex topic was really evident. I learned a lot.” -Bernadette Geuy, Principal Consultant and Co-founder at Power of Design Services

    “This workshop has been clarifying and practical. It has given me a new vision about the potential of having indicators and data about the value for users. The highlight for me is expanding the user journey by adding KPIs about value for users.” -Alexandra Quevedo, Head of UX & Design at Onebox

    “As a designer who has experience with data, I intrinsically gravitate towards collecting valuable data as discussed in the workshop. However, these frameworks have been a wonderful tool to help me visualize and explain my data collection choices to my partners. Wonderful frameworks to help me further influence data decisions!” -Reed H., Service Designer

    About the instructors

    Silvia Calvet is a design manager at King. She works at the intersection of business, technology and users. With a strong background in consultancy, in the last few years she has been working inside digital product teams. She is passionate about customer experience, collaboration, business results and sustainable growth. She has been a speaker in conferences such as Interaction, EuroAI and Agile Spain. And she was a co-founder of IxDA Barcelona and founder of UX book club Barcelona.

    Itziar Pobes is the project brain at We Question Our Project, a Barcelona-based service design agency, and the coordinator of the Master in Service Design at IED Barcelona. In the last few years she has been working with projects related to entertainment, food & tourism, aging & health, education or local development at a European level. She is also a frequent speaker in conferences such as Service Design Days, Service Design in Government or Agile Spain.


    Contact us and we’ll be glad to help.

  • Schedule

    Wednesday, July 8: 11am-3pm EDT
    Thursday, July 9: 11am-3pm EDT
    Friday, July 10: 11am-1pm EDT

    Check your time zone here.

    At the end of the workshop, you will receive a certificate of completion.


    Early bird through June 20: $750
    Regular pricing June 21-June 30: $850
    After July 1: $950

    Group discounts are available. Save $50 per ticket for groups of three or more by choosing the group ticket when registering.


    Virtual: We’ve designed this workshop specifically for remote attendees; learn more from our FAQ.

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