OUR OBJECTIVE:
Measuring to improve the user experience.
User experience measurement is a complex and sometimes daunting question - How can we measure our services in a way that will drive value for both the organization and the users? How can we demonstrate and quantify the impact of service design on the user's experience? Our goal is to find a way for organizations to be equally effective at measuring the user impact of services as they currently are at measuring the business impact of services.
Going beyond NPS and traditional measures
They say that “you deliver services the way you evaluate them,” yet most organizations lean on one-size-fits-all metrics, like ‘Net Promoter Score’ as the silver bullet metric to assess impact. To deliver more user-centered services and drive implementation, organizations must find new ways to translate user needs and behaviours into quantifiable and actionable measurements that demonstrate the shared value created.
The Impact Framework
After several years of working with clients to help them design service experiences, define the right metrics to assess impact, and create measurement dashboards that take into account both the user and the organizational perspective, we’ve developed a measurement framework that helps service design teams and product owners measure the shared value their services create - the impact on their user’s experience and the organization’s business goals.
MEASUREMENT PARAMETERs
A set of measurement parameters that establish the sandbox for measuring service experiences with the lens of driving shared value.
THE APPROACH
Tools to translate the measurement parameters into an experience dashboard tailored for a specific service experience.
MEASUREMENT DASHBOARD
A template to help you develop your own measurement dashboard.
To learn more about our framework , download our summary booklet below. For more details on the approach, feel free to reach out!
Want to Learn More?
In the past few years, we have presented our framework at multiple recognized service design conferences and have helped teams measure their customer and user experience:
Service Design Canada conference (Toronto, 2017)
Service Design Global Conference (Dublin, 2018)
Ontario Public Service, Service Design Guild (Toronto, 2019)
Registered Graphic Designer In-House Conference (Ottawa, 2019)
IxDA Expert Workshop (Toronto, 2019)
Interested in developing an experience dashboard for your service(s) or having us present our framework at your conference? We run introductory workshops for private and public sector organizations and conference events.
Get in touch to discuss how we can help.
“
July 2019
Thank you so much @KatieMonteith and @MarieSerrano_ for the great workshop and structured approach to measuring CX beyond NPS @IxDAToronto. Can't wait to try it out in my projects.
IxDA Expert Workshop Participant
Our Team
We’re experienced service designers with a desire to see the work we do measured in a meaningful and impactful way to demonstrate the value service design can drive for both users and organizations.
Katherine Monteith
Director, Customer Experience, PwC
Katie is a Director in PwC Canada’s Experience Practice. She helps clients champion the customer voice through large-scale service design and CX transformation programs using design thinking, human-centred design, and co-creation. She’s worked in both public and private sector (across four continents), using service design to redefine a national defense organization’s mandate for service delivery, re-design a bank’s mortgage experience, and imagine the future of telco billing (to name a few). Katie has trained teams on Service Design and brand experience across a variety of industries and has presented at conferences such as the Customer Experience Strategies Summit, Better by Design, and RGD In-House Designers Conference.
Marie Serrano
Senior consultant, Ontario Cabinet Office
Marie strives to empower government to tackle complex policy challenges in a collaborative and human way, combining Service Design methodologies and strategic thinking. At the Ontario Policy Innovation Hub, Marie applies a human-centric approach and a deep understanding of complex systems to build partnerships, shift mindsets, and develop innovative policies across ministries. Prior to joining the Ontario Public Service, she has guided large private and nonprofit organizations in successfully developing multi-channel experiences and internal participative frameworks. As a practice advocate, Marie has trained teams in Service Design fundamentals across sectors and spoken at conferences such as the Service Design in Government conference, Better By Design conference, and Service Design Toronto.
Get Involved
We are engaging with service designers, user experience managers, product/journey owners, and senior leaders to better understand how organizations are currently measuring their service experiences in order to advance the practice of user experience and service design measurement.
If you are interested in taking part in this collaborative research and sharing your perspective, reach out below and indicate your interest. We’d love to hear from you!