A product organization needs to have access to a comprehensive framework and dashboard that accelerates the creation of great experiences and assures that they are delivering something that will have real impact on the user.
Results
Global ███████ witnessed increased engagement and interactions over time, with 22% fewer clicks, resulting in more effective user actions.
Uncovered opportunities in three out of seven Business Units (BUs).
Successfully applied metrics from one platform to another, leading to the halt of a pilot and saving $500K in resources.
Streamlined the user experience, reducing tech debt in the ███████ process from 30 days to 7 days.
Identified a scenario where the lack of metrics resulted in diminished user engagement.
The metrics-driven approach increased accountability across the teams and fostered a sense of ownership.
Overview
I developed and scaled a program with the goal of defining metrics and a mindset that connects Product to user need and economic value. Product metrics tooling generated data-backed proof points to prioritize and make informed product decisions.
The challenges were that the organization lacked empirical evidence to strengthen CX and support long-term business goals. Undefined metrics hindered the acceleration of organizational OKRs and continually evolving product scope causing conflicting directives and inconsistent metrics.
Product Leadership
Defined a comprehensive methodology and framework for the CX organization.
Identified key metrics that showcase how design supports user needs, shapes engagement, and drives business initiatives.
Established over 30 high-value Product, Design, and DesignOps metrics that are specific to the organization’s needs and operational style.
Created a repository of ways to measure experiences that are directly linked to specific user drivers and business outcomes.
Implemented a dashboard that provides consistent tracking of these metrics throughout the design and product development lifecycle.
Developed a training framework that promotes continuous data collection and ongoing evaluation across the entire team.
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