In the last post we examined some of the ideas and concepts that can be used to create a framework. We continue this exploration into creating a impact framework with a look at an example as well as how the completed framework could be implemented.
To see how they could work together, however, we will take a look at a restricted example. In the example we are looking at the effectiveness of an improvement to a checkout flow. The goals we select here are based on the HEART objectives: Happiness and Retention - with metrics being used to track these ( signals and specific metrics not discussed). To further simplify the example, only three work phases were selected within which checkpoints would be performed to evaluate the value of certain pieces of work:
The exact nature by which this framework can be implemented will depend on the project, the time allowed for work and the budget. What is essential, however, is that there is an element of testing and user research incorporated at some point in the process. This will be a key way to generate the required metrics and will make the process more objective in its findings.
An ideal implementation would involve secondary user testing prior to the start of the design work (Pre-Design Phase) with interviews and research being performed to understand the product itself, its contexts and how the new work is going to augment it. Once this is complete, an internal brainstorming with key stake holders of the high impact drivers that should be tracked will help determine the key goals of the evaluation. With these in place, metrics can be decided upon for each of the measured categories -Outputs,Outcomes and Impacts. Tools to perform this will also be selected.
During the Design Phase there is a continued monitoring of these metrics through user testing. The Post-Design phase will involved extensive user research on completed work, results of which will further add into overall findings about the work completed and its performance. With these metrics in place a more comprehensive report of the work from start to end can be prepared.
The final part of the implementation is the presentation. This information should be presented to a wide audience, ideally everyone involved in the work but it could also be presented company wide. Communicating the results of the work will act as an education on the value of UX and how it fits into the overall process. Results will prove the worth of what has been requested and will provide quick buy in. The wider the audience, the easier it will become to act cross functionally and obtain what you may need.
Frameworks such as this can be moulded to suit the needs of the project, company, or designer. How they are implemented and what they contain will be determined more specifically. Their value, however will certainly be guaranteed through the results and the thinking they will generate.