Tracking UX
Finding Insights Across Major Features
Context
When I started working at Vendoo I quickly realized that they didn’t have any way to measure if the design of released features worked or if it needed improvements.
This was all me. I lead the effort on having a process to document periodically how users received what we worked on in order to assess if we needed to improve something or move on to a different objective. I knew we had to build a process to know what users thought of all released features and also find out if they were struggling with specific flows.
I initially build a process based on two tests: a custom version of a CSAT (customer satisfaction score) and the standard SUS (system usability scale) tests.
I noticed that every time we improved or released something, we didn’t follow up
We only followed what the CS team were getting and usage metrics from Mixpanel. I realized there was a big gap from the design side and we had to have direct feedback on everything we released.
By showing to the stakeholders the design impact of every released feature, they had another perspective on what should we focus on.
We document every single UX Metric test in Notion. Screenshot of some results.
We document every single UX Metric test in Notion. CSAT screenshot of some results.
We document every single UX Metric test in Notion. SUS screenshot of some results on a table I set up feeding on Refiner's survey resutls.
We document every single UX Metric test in Notion. SUS screenshot of some results broken down by questions.
What’s next?
The CSAT and the SUS are not enough to assess if the feature is essential to the product. I have a feeling we have a lot of features that aren’t being used not only because they are not being discovered but because they are not useful for users.
I want to create a third test based on the Sean Ellis score. But not to assess product market fit for a product. Have this on a feature level instead. Kind of weird because I haven’t seen it elsewhere but it makes sense for me to have something like this at the feature level.
