Intelligent design measurement - how to prove CX ROI like a spy

Amelia joined us at UX New Zealand 2019. Find out more here: http://www.uxnewzealand.com/speakers/amelia-diggle/

Collecting, analysing and sharing data is a proven way to gain insights into customer experience. It informs new and improved products and services and helps remove unconscious biases from important decisions.

But why is showing the ROI of a CX design process so hard to do? How might we add some rigorous proof to show the value of human-centred design? Which tools, methods and techniques are the best for your organisation? And how do we know if we’re focusing on the right metrics and telling the right data stories?

In this talk, Amelia will map all things CX measurement to the many layers of our customer ecosystems. While showing how we can transfer the techniques detectives and intelligence analysts use to prove and prevent serious crime – to identify and prevent unhappy customers.

Opening animation by Dave Clark Design. http://www.daveclark.co.nz/