Development of a framework for UX KPIs in Industry - a case study

Tina Øvad; Kashmiri Stec; Lars Bo Larsen; Lucca Julie Nellemann; Jedrzej Czapla

doi:10.1145/3441000.3441042

Development of a framework for UX KPIs in Industry - a case study

Tina Øvad, Kashmiri Stec, Lars Bo Larsen, Lucca Julie Nellemann, Jedrzej Czapla

Research output: Contribution to book/anthology/report/conference proceeding › Article in proceeding › Research › peer-review

1 Citation (Scopus)

Abstract

This work addresses the needs companies face when assessing and tracking the UX quality of their products, which is necessary to ensure that the desired level of quality is met, clarify potential areas of improvement, and compare competitor products via benchmarking.

We present a framework for UX KPI assessment at Bang & Olufsen, a luxury audio product manufacturer. The framework is inspired by well-known UX scales such as the UEQ and AttrakDiff as well as more business-oriented measures such as NPS and CES scores. The resulting UX KPI framework comprises the test procedures and a scale containing these and ten unique features such as "Enjoyable”, “Exciting”, “Sound experience".

The paper presents and discusses the UX KPI framework and the rationales behind it. Results of more than 200 user tests are presented and discussed. Factor analysis has been employed to analyse the assumptions behind the UX KPI and identify where improvements can be made.

Translated title of the contribution	Udvikling af bruger oplevelses KPIer for industribrug - et case studie
Original language	English
Title of host publication	OzCHI 2020 : 32nd Australian Conference on Human-Computer Interaction (HCI)
Editors	Naseem Ahmadpour, Tuck Leong, Bernd Ploderer, Callum Parker, Sarah Webber, Diego Munoz, Lian Loke, Martin Tomitsch
Number of pages	7
Publisher	Association for Computing Machinery
Publication date	2021
Pages	141-147
ISBN (Electronic)	978-1-4503-8975-4
DOIs	https://doi.org/10.1145/3441000.3441042
Publication status	Published - 2021
Event	OzCHI '20: 32nd Australian Conference on Human-Computer Interaction - Sydney, Australia Duration: 1 Dec 2020 → 1 Dec 2020

Conference

Conference	OzCHI '20: 32nd Australian Conference on Human-Computer Interaction
Country/Territory	Australia
City	Sydney
Period	01/12/2020 → 01/12/2020

Keywords

Key Performance Indicator, UX benchmarking for industry
UX
User experience evaluation framework, KPI

Access to Document

10.1145/3441000.3441042

AUB Link

Search for the material in Aalborg University Library's search engine

Cite this

Øvad, T., Stec, K., Larsen, L. B., Nellemann, L. J., & Czapla, J. (2021). Development of a framework for UX KPIs in Industry - a case study. In N. Ahmadpour, T. Leong, B. Ploderer, C. Parker, S. Webber, D. Munoz, L. Loke, & M. Tomitsch (Eds.), OzCHI 2020: 32nd Australian Conference on Human-Computer Interaction (HCI) (pp. 141-147). Association for Computing Machinery. https://doi.org/10.1145/3441000.3441042

Øvad, Tina ; Stec, Kashmiri ; Larsen, Lars Bo et al. / Development of a framework for UX KPIs in Industry - a case study. OzCHI 2020: 32nd Australian Conference on Human-Computer Interaction (HCI). editor / Naseem Ahmadpour ; Tuck Leong ; Bernd Ploderer ; Callum Parker ; Sarah Webber ; Diego Munoz ; Lian Loke ; Martin Tomitsch. Association for Computing Machinery, 2021. pp. 141-147

@inproceedings{8c903bf3d74c4a14bf809d67a5b9c5af,

title = "Development of a framework for UX KPIs in Industry - a case study",

abstract = "This work addresses the needs companies face when assessing and tracking the UX quality of their products, which is necessary to ensure that the desired level of quality is met, clarify potential areas of improvement, and compare competitor products via benchmarking.We present a framework for UX KPI assessment at Bang & Olufsen, a luxury audio product manufacturer. The framework is inspired by well-known UX scales such as the UEQ and AttrakDiff as well as more business-oriented measures such as NPS and CES scores. The resulting UX KPI framework comprises the test procedures and a scale containing these and ten unique features such as {"}Enjoyable”, “Exciting”, “Sound experience{"}.The paper presents and discusses the UX KPI framework and the rationales behind it. Results of more than 200 user tests are presented and discussed. Factor analysis has been employed to analyse the assumptions behind the UX KPI and identify where improvements can be made.",

keywords = "Key Performance Indicator, UX benchmarking for industry, UX, User experience evaluation framework, KPI",

author = "Tina {\O}vad and Kashmiri Stec and Larsen, {Lars Bo} and Nellemann, {Lucca Julie} and Jedrzej Czapla",

year = "2021",

doi = "10.1145/3441000.3441042",

language = "English",

pages = "141--147",

editor = "Naseem Ahmadpour and Tuck Leong and Bernd Ploderer and Callum Parker and Sarah Webber and Diego Munoz and Lian Loke and Martin Tomitsch",

booktitle = "OzCHI 2020",

publisher = "Association for Computing Machinery",

address = "United States",

note = "OzCHI '20: 32nd Australian Conference on Human-Computer Interaction ; Conference date: 01-12-2020 Through 01-12-2020",

}

Øvad, T, Stec, K, Larsen, LB, Nellemann, LJ & Czapla, J 2021, Development of a framework for UX KPIs in Industry - a case study. in N Ahmadpour, T Leong, B Ploderer, C Parker, S Webber, D Munoz, L Loke & M Tomitsch (eds), OzCHI 2020: 32nd Australian Conference on Human-Computer Interaction (HCI). Association for Computing Machinery, pp. 141-147, OzCHI '20: 32nd Australian Conference on Human-Computer Interaction, Sydney, Australia, 01/12/2020. https://doi.org/10.1145/3441000.3441042

Development of a framework for UX KPIs in Industry - a case study. / Øvad, Tina; Stec, Kashmiri; Larsen, Lars Bo et al.
OzCHI 2020: 32nd Australian Conference on Human-Computer Interaction (HCI). ed. / Naseem Ahmadpour; Tuck Leong; Bernd Ploderer; Callum Parker; Sarah Webber; Diego Munoz; Lian Loke; Martin Tomitsch. Association for Computing Machinery, 2021. p. 141-147.

Research output: Contribution to book/anthology/report/conference proceeding › Article in proceeding › Research › peer-review

TY - GEN

T1 - Development of a framework for UX KPIs in Industry - a case study

AU - Øvad, Tina

AU - Stec, Kashmiri

AU - Larsen, Lars Bo

AU - Nellemann, Lucca Julie

AU - Czapla, Jedrzej

PY - 2021

Y1 - 2021

N2 - This work addresses the needs companies face when assessing and tracking the UX quality of their products, which is necessary to ensure that the desired level of quality is met, clarify potential areas of improvement, and compare competitor products via benchmarking.We present a framework for UX KPI assessment at Bang & Olufsen, a luxury audio product manufacturer. The framework is inspired by well-known UX scales such as the UEQ and AttrakDiff as well as more business-oriented measures such as NPS and CES scores. The resulting UX KPI framework comprises the test procedures and a scale containing these and ten unique features such as "Enjoyable”, “Exciting”, “Sound experience".The paper presents and discusses the UX KPI framework and the rationales behind it. Results of more than 200 user tests are presented and discussed. Factor analysis has been employed to analyse the assumptions behind the UX KPI and identify where improvements can be made.

AB - This work addresses the needs companies face when assessing and tracking the UX quality of their products, which is necessary to ensure that the desired level of quality is met, clarify potential areas of improvement, and compare competitor products via benchmarking.We present a framework for UX KPI assessment at Bang & Olufsen, a luxury audio product manufacturer. The framework is inspired by well-known UX scales such as the UEQ and AttrakDiff as well as more business-oriented measures such as NPS and CES scores. The resulting UX KPI framework comprises the test procedures and a scale containing these and ten unique features such as "Enjoyable”, “Exciting”, “Sound experience".The paper presents and discusses the UX KPI framework and the rationales behind it. Results of more than 200 user tests are presented and discussed. Factor analysis has been employed to analyse the assumptions behind the UX KPI and identify where improvements can be made.

KW - Key Performance Indicator, UX benchmarking for industry

KW - UX

KW - User experience evaluation framework, KPI

UR - http://www.ozchi.org/2020/program.html

UR - https://dl.acm.org/action/showFmPdf?doi=10.1145%2F3441000

UR - http://www.scopus.com/inward/record.url?scp=85101782480&partnerID=8YFLogxK

U2 - 10.1145/3441000.3441042

DO - 10.1145/3441000.3441042

M3 - Article in proceeding

SP - 141

EP - 147

BT - OzCHI 2020

A2 - Ahmadpour, Naseem

A2 - Leong, Tuck

A2 - Ploderer, Bernd

A2 - Parker, Callum

A2 - Webber, Sarah

A2 - Munoz, Diego

A2 - Loke, Lian

A2 - Tomitsch, Martin

PB - Association for Computing Machinery

T2 - OzCHI '20: 32nd Australian Conference on Human-Computer Interaction

Y2 - 1 December 2020 through 1 December 2020

ER -

Øvad T, Stec K, Larsen LB, Nellemann LJ, Czapla J. Development of a framework for UX KPIs in Industry - a case study. In Ahmadpour N, Leong T, Ploderer B, Parker C, Webber S, Munoz D, Loke L, Tomitsch M, editors, OzCHI 2020: 32nd Australian Conference on Human-Computer Interaction (HCI). Association for Computing Machinery. 2021. p. 141-147 doi: 10.1145/3441000.3441042

Development of a framework for UX KPIs in Industry - a case study

Abstract

Conference

Keywords

Access to Document

AUB Link

Other files and links

Fingerprint

Cite this