Developing a UX KPI based on the user experience questionnaire

•We have developed an interpretable user experience KPI for use in organizations based on the User Experience Questionnaire (UEQ).•The resulting UX KPI summarizes both the subjective rating of a product and the perceived importance of the UEQ scales in a KPI.•We were able to prove the validity of th...

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Bibliographic Details
Published in:Computer standards and interfaces 2019-07, Vol.65, p.38-44
Main Authors: Hinderks, Andreas, Schrepp, Martin, Domínguez Mayo, Francisco José, Escalona, María José, Thomaschewski, Jörg
Format: Article
Language:English
Subjects:
Business metrics
KPI
Management
Questionnaires
Questions
Software reviews
Usability
User experience
User Experience Questionnaire (UEQ)
User interfaces
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Summary:•We have developed an interpretable user experience KPI for use in organizations based on the User Experience Questionnaire (UEQ).•The resulting UX KPI summarizes both the subjective rating of a product and the perceived importance of the UEQ scales in a KPI.•We were able to prove the validity of this method in an initial study in three countries with overall 882 participants by evaluating Amazon and Skype. Decisions in Companies are made typically by using a number of entirely different key figures. A user experience key figure is one of many important key figures that represents one aspect of the success of the company or its products. What we aim in this article is to present to those responsible for a product a method of how a user experience key performance indicator (UX KPI) can be developed using a UX questionnaire. We have developed a UX KPI for use in organizations based on the User Experience Questionnaire (UEQ). To achieve this, we added six questions to the UEQ to measure the importance of the UEQ scales. Based on the UEQ scales and the scores given for importance, we then developed a User Experience Questionnaire KPI (UEQ KPI). In a first study with 882 participants, we calculated and discussed the UEQ KPI using Amazon and Skype. The results show that the six supplementary questions could be answered independently of the UEQ itself. In our opinion, the extension can be implemented without any problems. The resulting UEQ KPI can be used for communication within an organization as a key performance indicator.
ISSN:0920-5489
1872-7018
DOI:10.1016/j.csi.2019.01.007