In Chapter 1, Understanding UX and its Importance, we mentioned the importance of UX and the Return of Investment (ROI) of UX. In order to demonstrate it, as we mentioned before, you will need to define metrics and KPIs (Key Performance Indicators) with the stakeholders, in the beginning of the project. The measurements, or KPIs, will show the success of the UX fixes and can be derived from a variety of sources, such as user research (usability testing, surveys, structured interviews, heuristic evaluations, card sorting, heat maps, A/B tests, and so on) and/or analytics, task success rate, time on task, page views, clicks or taps, and so on.
When linked to use, or rather the user experience, KPIs should be defined in a comprehensive ...
