Problem-value metrics

- Inspired from the Jared Spool’s course “UX Metrics Stakeholders can’t Ignore” I took in 2023

Problem value metrics are a practical way to assess the importance of solving user and customer issues. These metrics are compelling because they convert complex problems into something everyone values: money.

Problem value metrics measure the severity, frequency, and financial impact of issues, helping prioritize solutions with meaningful value. While metrics like usage or task completion are helpful, framing problems in terms of dollars resonates more strongly with stakeholders.

Improving UX requires collective ownership across teams. For instance, engineers adding features or product managers shaping functionality directly affect UX. Poor UX isn’t just inconvenient; it’s costly. It increases support costs, lost sales, and inefficiencies. For example, fixing onboarding issues responsible for 24% of monthly support calls could save millions annually.

Quantifying UX costs connects design to business outcomes. Tools like analytics and financial estimates highlight the cost of poor UX, even with rough calculations. Including insights from support and sales teams ensures a well-rounded UX strategy balancing user needs with business goals.

Now go create some awesomeness! - Jared Spool