Performance Matters - Digital Experiences - 10

2. Determine ways to measure.
Once the dimensions of a good DEX are clearly defined, operationalized,
and aligned to your organization, the next step is to determine how to
measure those elements. To do this, ask questions related to the " who, "
" when, " and " how. "
The " who " questions help you address from whom or what you can gain
insight into the DEX. In most cases, the " who " will likely be your workforce
or a subset of the workforce.
The " how " and " when " questions may lead you to gather input and user
perspectives through surveys, interviews, or focus groups. Although a more
labor intensive method, you also can observe or do side-by-sides (for
example, observing how many screens a customer service rep must click
through to resolve a customer concern). There also are programs that can
determine the number of mouse clicks, which you can use to assess how
many " clicks deep " workers must go to access the information they need
to perform a given task. You can also leverage existing survey tools to
assess some components, such as usability assessments built upon
research-based principles of good usability (for example, Brooke's System
Usability Scale or the Usability Metric for User Experience).
In other situations, you may need to create a customized survey or
observational instrument that reflects the dimensions or characteristics
that you've articulated when defining a good DEX. As an example: If you're
assessing the amount of digital " noise " experienced by your employees
before and after you've redesigned elements of the DEX, consider both
surveying and observing a select portion of your workforce to identify the
quantity and type of interruptions or distractions that disrupt your
employees' workflow or pull them away from job-critical tasks.
Depending on your organization's defined DEX, you may be able to
use existing metrics or automated data analytics captured within your
systems to provide insights into the quality of your DEX. For example,
if you've defined a great DEX as an experience that enables efficient
communication and information-sharing among critical functions, you
may use embedded network analytics as one means to shed light on
communication touchpoints.
REMEMBER, the level of formality and rigor of the
assessment is ultimately up to you and your
organizational leadership. Even informal assessment
that is formative in nature can provide valuable insight
into your organization's DEX. No one assessment is
perfect or provides the whole picture-a multi-method
approach using a combination of surveys, focus groups,
observation, and system analytics can show you where
and how the DEX is working well. It will also enable you
to identify opportunities for improvement so your
employees can have a positive and productive experience
in their work while contributing to your organization's key
business objectives.
Performance Matters - Digital Experiences

Table of Contents for the Digital Edition of Performance Matters - Digital Experiences
