Newsletter #05: On Measurement
Everyone seems to agree that measurements are important, and that we haven’t found the magic bullet for measurements yet.
In these articles I discuss how to and the importance of creating a chain of measurement from strategy to execution, outputs and outcomes. And why I think we are staring too much at the measurements themselves and not what they are trying to help us achieve.
#1: Measuring end-2-end from customer to business value
The goal of any measurement is better decisions. How can our measurement invite and support better questions and decisions across the organization?
#2. Nobody needs metrics — what we need are better decisions
Metrics serve decisions, not the other way around.
Image by Pavlo Kravchenko,
#3. You can’t measure customers the same way you measure channels
Measuring a customer as if it is a piece of code, a simple button or algorithm removes what is human from them. This can interfere with our ability to understand them, build for them or even improve ourselves.
https://uxdesign.cc/you-cant-measure-customers-the-same-way-you-measure-channels-225bcdf609f6
#4. A clear line of sight from work to value
I’ve seen how and what happens when an organization includes the customer.
https://medium.com/everything-new-is-dangerous/a-line-of-sight-from-work-to-value-ffe6b6f54722
#5. Customer experience vanity metrics
Stop fishing for compliments. Stay focused on the customer.
https://medium.com/everything-new-is-dangerous/customer-experience-vanity-metrics-a5a3417fa8d0
Image by MidJourney
