Put a number on it: implementing usability and satisfaction metrics in your organisation

Session type:

Case Study

Presented by:

Rocio Werner

ZS Associates

Danyell Jones

ZS Associates

Session duration:

60 minutes

About the session

Establishing a cohesive UX strategy is a challenge when your organisation lacks a measurement framework. We’re constantly striving to make great products but it’s difficult to get stakeholder buy-in and make user-centred product decisions when you can’t state the impact. We understand - this happens to us too!

During this session, we’ll share how we addressed this gap by exploring the framework we used for gathering usability and customer satisfaction metrics, establishing benchmarks and applying this data to improve products.

Conference Themes: Usability, Metrics

About the speaker(s)

Rocio Werner

Rocio is a senior user experience researcher at ZS Associates, conducting studies and collaborating on strategic initiatives across 5 product verticals in the Software Development Group. What excites her about her role is implementing UX benchmarking to inform product prioritisation decisions.

Before ZS, Rocio was a UX generalist at an agency, responsible for UX research and design. Prior to that, she provided UX consulting services to tech and small business founders, leveraging over a decade of collaboration with cross-functional teams to build software products to mitigate financial risk and optimise operational efficiency.

Her research career began in the academic and non-profit sectors, studying work hazards of immigrant Latino farmworkers and labourers. When Rocio is not conducting research, she also enjoys dance training, running, traveling and a good cup of chai.

Danyell Jones

Danyell is the UX Research Lead at ZS Associates in Evanston, IL, where she oversees and conducts research across 5 different verticals in the Software Development Group that helps teams develop software applications that support pharmaceutical clients.

She works with teams to develop reusable and efficient processes for conducting and analysing research while increasing the visibility of the research practice and user experience team.

Previously, Danyell established and led the research practice at Relativity, a software firm in Chicago, where she conducted user research to support teams with data-driven product development. In addition to working in user research, she teaches graduate-level classes in the HCI (human-computer interaction) programme at DePaul University. Danyell is also a runner, an avid reader, a Whovian and a video game lover.