A List Apart

Menu

Task Performance Indicator: A Management Metric for Customer Experience

Measuring user experience can seem like a vague, touchy-feely process with amorphous results. Where’s the value? Managers can’t always get their arms around concepts like “better” or “simpler” or “faster.” Gerry McGovern says that’s why it’s important to have a tool like the Task Performance Indicator, which gives reliable, actionable metrics that can be revisited over time.

More from A List Apart