Increasing a company’s revenue isn’t an issue per se, the same way that tracking success metrics isn’t necessarily problematic. But because of their dry nature, quantitative metrics often lie on the opposite end of the spectrum from empathy. They can contribute to objectifying and depersonalizing users. They also conveniently prevent us from feeling the discomfort of empathy, the shame and guilt if users get hurt. Historically, metrics have been underused by UX designers. We think that owning them might help in ensuring they aren’t used as a way to objectify and depersonalize the users. Therefore, it is important to find a balance between qualitative and quantitative metrics. Research shows that it’s easy...
A good example of utilizing modes
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