Outcome-Driven UX Metrics
A Live Course with Jared Spool
Join one of our next cohorts. 8 or more team members? Explore private team courses.
Small Group Coaching
8 Hours Live with Jared Spool
8 Hours of Recorded Content
To get real measurable UX results, we need to focus on our customers’ and users’ real needs.
Everything we do and measure should be outcome-based. No more measuring for measurement’s sake.
Outcome-Driven UX Metrics
Measuring your users’ actual experience.
Outcome-Driven UX Metrics is our radical approach to measuring and reporting UX metrics with your organization. You’ll directly measure how every new release of your products and services improves your customers’ and users’ lives.
When you share Outcome-driven UX Metrics, you’ll…
- Increase the strategic contributions your UX team delivers to your organization.
- Raise the perception of UX’s value in the eyes of your executives and senior stakeholders.
- Inspire your peers in development and product management to make UX a priority in their work.
- Guide your organization to deliver more human-centered products and services.
The Outcome-driven UX Metrics framework is not based on the magical thinking you find in conventional UX metrics approaches. Conventional metrics make your work harder because there’s no direct connection to the effort you put in.
With conventional metrics, you have to cross your fingers and hope that your hard work will improve your conversion rates, Net Promoter Scores, or revenue and retention metrics. Those metrics make it hard when someone asks how you know your work made things better. With conventional metrics, you never really know.
Outcome-driven UX Metrics are different. They measure directly how you and your team have improved your customers’ and users’ lives.
”What gets measured, gets done.” With Outcome-driven UX Metrics, UX gets done well. Your executives and senior stakeholders immediately see the value improved UX brings your customers and the increased benefits your users receive.
Outcome-driven UX Metrics make UX distinctively visible.
Showcase precisely where you’re delivering value.
You’ll start with what we call a UX Outcome. Your UX outcome answers a simple question: How will you improve your users’ and customers’ lives? Ultimately, you’ll build your metrics around this question.
Using your UX outcome, you’ll create three categories of metrics:
- UX Success metrics: Report the precise moment you’ve improved your customers’ and users’ lives.
- UX Progress metrics: Achieve key results as your team progresses against your planned milestones.
- Problem-value metrics: Pinpoint and aggregate your organization’s ongoing costs of poor UX to promote UX’s return on investment.
Each of these metrics categories helps you tell the story of your UX journey. The story of where you’re going, where you started, and how far along you are.
Outcome-driven UX Metrics are simple in their concepts. Once you acquire the fundamentals, you’re ready to implement your own.
And once you implement your own Outcome-Driven UX Metrics, you’ve unleashed a superpower. You’ll spark exceptional outcomes with your UX metrics as the foundation.
You need Outcome-driven UX metrics to improve how your organization values UX.
The content of [this course] has deeply impacted my career (and love for experience design). Your framing of UX outcomes and metrics particularly filled a previously daunting gap in my practice. I find myself constantly returning to anecdotes, positions, and points of view that I came across with Jared Spool. You’re hands down the biggest influence on my own career.
– UX Researcher and Designer
Outcome-Driven UX Metrics:
Your Online Course Schedule
8 Hours live with Jared Spool in small group coaching, plus 8 hours of recorded content.
During each of this course’s four weeks, you’ll cover two of the eight topics. For each topic, you’ll watch a lecture recording and join Jared in a live small-group coaching session.
The lectures are already recorded, so you can watch them in advance or join an optional “Live Watch” session with your fellow cohort members.
In each coaching session, you’ll work directly with Jared and your fellow cohort members to identify your own metrics and work through challenges that are specific to your current situation. You’ll hear how others are working through their challenges, and you’ll share what’s worked best for you.
We keep the cohorts small, so you’ll have plenty of time to be coached on how you’ll implement your Outcome-driven UX metrics.
We know that schedules are tough, so we record every coaching session with Jared. If you miss a session, or you just want to review what you discussed, you’ll have access to the recordings for 6 months after the course ends. (You can also watch the recordings from other cohorts, to hear how they worked through their biggest challenges.)
Course Schedule
All times listed are in Eastern Time Zone.
We welcome folks from other time zones to join us.
Cohort: October 28 – November 21
Week 1: Topics 1 + 2
Topic 1: Align Your Teams to Great UX with UX Outcomes
You can’t measure success if you don’t know what your goal is.
You’ll deliver great UX when your products and services exceed your users’ expectations and anticipate your customers’ needs. You’ll need the right metrics to know you’re on the right path. Those metrics come from the ultimate UX outcome: improving the lives of your customers, users, and anyone affected by your work.
Discover how to create effective UX Outcomes so that…
- You can show how the features of the next release are critical to your long-term UX vision.
- Your team and stakeholders are clearly on the same page about how delivering great UX improves people’s lives.
- You’ll move beyond the unhelpful practice of measuring outputs by focusing the team on outcomes.
Tuesday, Oct 29, 11am – Noon ET
Watch the Lecture*
Tuesday, Oct 29, 1 – 2pm ET
Live Coaching with Jared
Topic 2: Reach Your Objectives with Your UX Success Metric
Your team can’t win the race if nobody can find the finish line.
Everyone needs to be focused on the same goals. You’ll define your OKR objectives at the precise moment your designs will improve your users’ and customers’ lives. There’s nothing like clarity to keep everybody on the same page.
Explore how to create powerful UX Success Metrics so that…
- Your senior management clearly sees how your work has improved users’ lives.
- Your entire team and your stakeholders know exactly what goals they need to aim for.
- You know exactly when to celebrate your success.
Thursday, Oct 31, 11am – Noon ET Watch the Lecture*
Thursday, Oct 31, 1 – 2pm ET
Live Coaching with Jared
Week 2: Topics 3 + 4
Topic 3: Achieve Key Results with Your UX Progress Metrics
High-value, audacious goals take time. We need to show progress.
Progress happens incrementally and, all too often, invisibly. Identify OKR key results that show your team’s work while simultaneously promoting the improvements and benefits your designs are accumulating. Build up your team’s value as your users receive better-designed experiences.
Discover how to create insightful UX Progress Metrics so that…
- Your stakeholders immediately connect the UX improvement to key business goals.
- Your development and product teams are eager to prioritize the UX.
- You know exactly what to report in your OKRs.
Tuesday, Nov 5, 11am – Noon ET
Watch the Lecture*
Tuesday, Nov 5, 1 – 2 pm ET
Live Coaching with Jared
Topic 4: Eliminate the Costs of Poor UX with Problem-Value Metrics
Grow executive support for high-value UX efforts.
Poor UX causes problems for your users and customers. And it often comes back to haunt your organization’s bottom line through the costs of support, training, and lost sales. Now, you can accurately show how much these costs continue to accumulate.
Explore how to create influential Problem-Value Metrics so that…
- You have vital stakeholders praising how better UX improved their department’s fiscal performance.
- You motivate senior management to take UX seriously because better UX is a win for everyone.
- You win over the finance department as your UX efforts shrink corporate costs.
Thursday, Nov 7, 11am – Noon ET
Watch the Lecture*
Thursday, Nov 7, 1 – 2pm ET
Live Coaching with Jared
Week 3: Topics 5 + 6
Topic 5: Raise UX’s Visibility with Outcome-driven UX Metrics
Make UX metrics a core component of your organization’s culture.
Tie your UX outcomes directly to the product roadmap. Show how every new capability and feature is on the path to becoming the product everyone wants to own and the service everyone wants to use. Influence the vital strategic decisions that impact user experiences.
Discover how to create strategic UX metrics so that…
- Your UX work becomes proactive, and your understanding of your users becomes invaluable.
- You reduce the risk of delivering unwanted features and poorly thought-through capabilities.
- You get called into the high-level discussions and meetings that define where your products and services are heading.
Tuesday, Nov 12, 11am – Noon ET Watch the Lecture*
Tuesday, Nov 12, 1 – 2 pm ET
Live Coaching with Jared
Topic 6: Identify Your UX Outcomes
Bring all the essential players together to identify critical UX Outcomes.
Your Outcome-driven UX Metrics become far more powerful when you’ve gotten buy-in from the vital stakeholders and champions. You’ll discover how to conduct a special UX outcome workshop to pinpoint the improvements in the lives of your users and customers.
Explore the best practices for crafting UX Outcomes so that…
- You prevent team members and stakeholders from jumping to solutions before everyone understands the problems.
- You orchestrate the buy-in of what great UX looks like.
- You establish a solid “definition of done” that your Agile teams can use to know what to deliver.
Thursday, Nov 14, 11am – Noon ET Watch the Lecture*
Thursday, Nov 14, Noon – 1pm ET
Live Coaching with Jared
Week 4: Topics 7 + 8
Topic 7: Expanding Your UX Research
Use UX metrics as a wedge to sell better UX research.
You’ll likely need to up your UX research game to deliver high-powered UX metrics. You can only know what to improve if you know what’s currently in need of improvement. Demonstrate the power of strategic UX research.
Uncover how thorough UX research improves success so that…
- You discover innovative ways to anticipate your customers’ needs and exceed your users’ expectations.
- You increase your organization’s UX maturity by building expertise in your users and their needs.
- You ensure every item in your product roadmap solves a necessary problem that customers would be happy to pay for.
Tuesday, Nov 19, 11am – Noon ET
Watch the Lecture*
Tuesday, Nov 19, 1 – 2 pm ET Live Coaching with Jared
Topic 8: Crafting Your UX Vision
Make your organization an innovative market leader.
A UX vision describes what your experiences will be like in the distant future. You’ll inspire your organization to deliver exceptional products and services for years by crafting a clear vision. You instantly merge future OKR objectives into a human-centered goal with broad support.
Discover how a compelling UX vision drives your organization so that…
- You drive your organization to see UX as the central competitive promise for everything they do.
- You influence the highest levels of your organization’s strategy.
- You make your organization the envy of your entire industry, with every other organization holding you up as their goal.
Thursday, Nov 21, 11am – Noon ET Watch the Lecture*
Thursday, Nov 21, 1 – 2pm ET
Live Coaching with Jared
Cohort: November 18 – December 18
Week 1: Topics 1 + 2
Topic 1: Align Your Teams to Great UX with UX Outcomes
You can’t measure success if you don’t know what your goal is.
You’ll deliver great UX when your products and services exceed your users’ expectations and anticipate your customers’ needs. You’ll need the right metrics to know you’re on the right path. Those metrics come from the ultimate UX outcome: improving the lives of your customers, users, and anyone affected by your work.
Discover how to create effective UX Outcomes so that…
- You can show how the features of the next release are critical to your long-term UX vision.
- Your team and stakeholders are clearly on the same page about how delivering great UX improves people’s lives.
- You’ll move beyond the unhelpful practice of measuring outputs by focusing the team on outcomes.
Monday, Nov 18, 2pm – 3pm ET
Watch the Lecture*
Mon, Nov 18, 4pm – 5pm ET
Live Coaching with Jared
Topic 2: Reach Your Objectives with Your UX Success Metric
You can’t measure success if you don’t know what your goal is.
Everyone needs to be focused on the same goals. You’ll define your OKR objectives at the precise moment your designs will improve your users’ and customers’ lives. There’s nothing like clarity to keep everybody on the same page.
Explore how to create powerful UX Success Metrics so that…
- Your senior management clearly sees how your work has improved users’ lives.
- Your entire team and your stakeholders know exactly what goals they need to aim for.
- You know exactly when to celebrate your success.
Wed, Nov 20, 2pm – 3pm ET
Watch the Lecture*
Wed, Nov 20, 4pm – 5pm ET
Live Coaching with Jared
Week 2: Topics 3 + 4
Topic 3: Achieve Key Results with Your UX Progress Metrics
High-value, audacious goals take time. We need to show progress.
Progress happens incrementally and, all too often, invisibly. Identify OKR key results that show your team’s work while simultaneously promoting the improvements and benefits your designs are accumulating. Build up your team’s value as your users receive better-designed experiences.
Discover how to create insightful UX Progress Metrics so that…
- Your stakeholders immediately connect the UX improvement to key business goals.
- Your development and product teams are eager to prioritize the UX.
- You know exactly what to report in your OKRs.
Monday, Dec 2, 2pm – 3pm ET
Watch the Lecture*
Mon, Dec 2, 4pm – 5pm ET
Live Coaching with Jared
Topic 4: Eliminate the Costs of Poor UX with Problem-Value Metrics
Grow executive support for high-value UX efforts.
Poor UX causes problems for your users and customers. And it often comes back to haunt your organization’s bottom line through the costs of support, training, and lost sales. Now, you can accurately show how much these costs continue to accumulate.
Explore how to create influential Problem-Value Metrics so that…
- You have vital stakeholders praising how better UX improved their department’s fiscal performance.
- You motivate senior management to take UX seriously because better UX is a win for everyone.
- You win over the finance department as your UX efforts shrink corporate costs.
Wed, Dec 4, 2pm – 3pm ET
Watch the Lecture*
Wed, Dec 4, 4pm – 5pm ET
Live Coaching with Jared
Week 3: Topics 5 + 6
Topic 5: Raise UX’s Visibility with Outcome-driven UX Metrics
Make UX metrics a core component of your organization’s culture.
Tie your UX outcomes directly to the product roadmap. Show how every new capability and feature is on the path to becoming the product everyone wants to own and the service everyone wants to use. Influence the vital strategic decisions that impact user experiences.
Discover how to create strategic UX metrics so that…
- Your UX work becomes proactive, and your understanding of your users becomes invaluable.
- You reduce the risk of delivering unwanted features and poorly thought-through capabilities.
- You get called into the high-level discussions and meetings that define where your products and services are heading.
Monday, Dec 9, 2pm – 3pm ET
Watch the Lecture*
Monday, Dec 9, 4pm – 5pm ET
Live Coaching with Jared
Topic 6: Create Your UX Outcomes
Bring all the essential players together to identify critical UX Outcomes.
Your Outcome-driven UX Metrics become far more powerful when you’ve gotten buy-in from the vital stakeholders and champions. You’ll discover how to conduct a special UX outcome workshop to pinpoint the improvements in the lives of your users and customers.
Explore the best practices for crafting UX Outcomes so that…
- You prevent team members and stakeholders from jumping to solutions before everyone understands the problems.
- You orchestrate the buy-in of what great UX looks like.
- You establish a solid “definition of done” that your Agile teams can use to know what to deliver.
Wed, Dec 11, 2pm – 3pm ET
Watch the Lecture*
Wed, Dec 11, 4pm – 5pm ET
Live Coaching with Jared
Week 4: Topics 7 + 8
Topic 7: Identify Your Team’s Target Metrics
Use UX metrics as a wedge to sell better UX research.
You’ll likely need to up your UX research game to deliver high-powered UX metrics. You can only know what to improve if you know what’s currently in need of improvement. Demonstrate the power of strategic UX research.
Uncover how thorough UX research improves success so that…
- You discover innovative ways to anticipate your customers’ needs and exceed your users’ expectations.
- You increase your organization’s UX maturity by building expertise in your users and their needs.
- You ensure every item in your product roadmap solves a necessary problem that customers would be happy to pay for.
Monday, Dec 16, 4pm – 5pm ET
Watch the Lecture*
Monday, Dec 16, 4pm – 5pm ET
Live Coaching with Jared
Topic 8: Integrate Your UX Metrics into Organizational Goals
Make your organization an innovative market leader.
A UX vision describes what your experiences will be like in the distant future. You’ll inspire your organization to deliver exceptional products and services for years by crafting a clear vision. You instantly merge future OKR objectives into a human-centered goal with broad support.
Discover how a compelling UX vision drives your organization so that…
- You drive your organization to see UX as the central competitive promise for everything they do.
- You influence the highest levels of your organization’s strategy.
- You make your organization the envy of your entire industry, with every other organization holding you up as their goal.
Wed, Nov 18 2pm – 3pm ET
Watch the Lecture*
Wed, Dec 18, 4pm – 5pm ET
Live Coaching with Jared
Cohort: December 10 – January 17
Week 1: Topics 1 + 2
Topic 1: Align Your Teams to Great UX with UX Outcomes
You can’t measure success if you don’t know what your goal is.
You’ll deliver great UX when your products and services exceed your users’ expectations and anticipate your customers’ needs. You’ll need the right metrics to know you’re on the right path. Those metrics come from the ultimate UX outcome: improving the lives of your customers, users, and anyone affected by your work.
Discover how to create effective UX Outcomes so that…
- You can show how the features of the next release are critical to your long-term UX vision.
- Your team and stakeholders are clearly on the same page about how delivering great UX improves people’s lives.
- You’ll move beyond the unhelpful practice of measuring outputs by focusing the team on outcomes.
Tuesday, Dec 10, 10am – 11am ET
Watch the Lecture*
Tues, Dec 10, 12pm – 1pm ET
Live Coaching with Jared
Topic 2: Reach Your Objectives with Your UX Success Metric
You can’t measure success if you don’t know what your goal is.
Everyone needs to be focused on the same goals. You’ll define your OKR objectives at the precise moment your designs will improve your users’ and customers’ lives. There’s nothing like clarity to keep everybody on the same page.
Explore how to create powerful UX Success Metrics so that…
- Your senior management clearly sees how your work has improved users’ lives.
- Your entire team and your stakeholders know exactly what goals they need to aim for.
- You know exactly when to celebrate your success.
Friday, Dec 13, 10am – 11am ET
Watch the Lecture*
Friday, Dec 13, 12pm – 1pm ET
Live Coaching with Jared
Week 2: Topics 3 + 4
Topic 3: Achieve Key Results with Your UX Progress Metrics
High-value, audacious goals take time. We need to show progress.
Progress happens incrementally and, all too often, invisibly. Identify OKR key results that show your team’s work while simultaneously promoting the improvements and benefits your designs are accumulating. Build up your team’s value as your users receive better-designed experiences.
Discover how to create insightful UX Progress Metrics so that…
- Your stakeholders immediately connect the UX improvement to key business goals.
- Your development and product teams are eager to prioritize the UX.
- You know exactly what to report in your OKRs.
Tuesday, Dec 17, 10am – 11am ET
Watch the Lecture*
Tues, Dec 17, 12pm – 1pm ET
Live Coaching with Jared
Topic 4: Eliminate the Costs of Poor UX with Problem-Value Metrics
Grow executive support for high-value UX efforts.
Poor UX causes problems for your users and customers. And it often comes back to haunt your organization’s bottom line through the costs of support, training, and lost sales. Now, you can accurately show how much these costs continue to accumulate.
Explore how to create influential Problem-Value Metrics so that…
- You have vital stakeholders praising how better UX improved their department’s fiscal performance.
- You motivate senior management to take UX seriously because better UX is a win for everyone.
- You win over the finance department as your UX efforts shrink corporate costs.
Friday, Dec 20, 10am – 11am ET
Watch the Lecture*
Friday, Dec 20, 12pm – 1pm ET
Live Coaching with Jared
Week 3: Topics 5 + 6
Topic 5: Raise UX’s Visibility with Outcome-driven UX Metrics
Make UX metrics a core component of your organization’s culture.
Tie your UX outcomes directly to the product roadmap. Show how every new capability and feature is on the path to becoming the product everyone wants to own and the service everyone wants to use. Influence the vital strategic decisions that impact user experiences.
Discover how to create strategic UX metrics so that…
- Your UX work becomes proactive, and your understanding of your users becomes invaluable.
- You reduce the risk of delivering unwanted features and poorly thought-through capabilities.
- You get called into the high-level discussions and meetings that define where your products and services are heading.
Tuesday, Jan 7, 10am – 11am ET
Watch the Lecture*
Tues, Jan 7, 12pm – 1pm ET
Live Coaching with Jared
Topic 6: Create Your UX Outcomes
Bring all the essential players together to identify critical UX Outcomes.
Your Outcome-driven UX Metrics become far more powerful when you’ve gotten buy-in from the vital stakeholders and champions. You’ll discover how to conduct a special UX outcome workshop to pinpoint the improvements in the lives of your users and customers.
Explore the best practices for crafting UX Outcomes so that…
- You prevent team members and stakeholders from jumping to solutions before everyone understands the problems.
- You orchestrate the buy-in of what great UX looks like.
- You establish a solid “definition of done” that your Agile teams can use to know what to deliver.
Friday, Jan 10, 10am – 11am ET
Watch the Lecture*
Friday, Jan 10, 12pm – 1pm ET
Live Coaching with Jared
Week 4: Topics 7 + 8
Topic 7: Identify Your Team’s Target Metrics
Use UX metrics as a wedge to sell better UX research.
You’ll likely need to up your UX research game to deliver high-powered UX metrics. You can only know what to improve if you know what’s currently in need of improvement. Demonstrate the power of strategic UX research.
Uncover how thorough UX research improves success so that…
- You discover innovative ways to anticipate your customers’ needs and exceed your users’ expectations.
- You increase your organization’s UX maturity by building expertise in your users and their needs.
- You ensure every item in your product roadmap solves a necessary problem that customers would be happy to pay for.
Tuesday, Jan 14, 10am – 11am ET
Watch the Lecture*
Tues, Jan 14, 12pm – 1pm ET
Live Coaching with Jared
Topic 8: Integrate Your UX Metrics into Organizational Goals
Make your organization an innovative market leader.
A UX vision describes what your experiences will be like in the distant future. You’ll inspire your organization to deliver exceptional products and services for years by crafting a clear vision. You instantly merge future OKR objectives into a human-centered goal with broad support.
Discover how a compelling UX vision drives your organization so that…
- You drive your organization to see UX as the central competitive promise for everything they do.
- You influence the highest levels of your organization’s strategy.
- You make your organization the envy of your entire industry, with every other organization holding you up as their goal.
Friday, Jan 17, 10am – 11am ET
Watch the Lecture*
Friday, Jan 17, 12pm – 1pm ET
Live Coaching with Jared
* You must watch the lecture before that day’s Live Coaching session. However, if you’re the type of person who likes to be super prepared, you can watch the recording on your own time before this session. You’ll have access to all the recordings before the course begins, so you can even binge-watch them.
Led by Jared Spool, Maker of Awesomeness
Everything you learn in this Intensive comes directly from Jared’s years of working across industries, discovering the best practices for organizations to deliver well-designed products and services.
His experience working with design leaders of organizations like IBM, NASA, GE, Fidelity Investments, SAP, GM, Exxon Mobil, and the Obama White House has taught him exactly what teams need to mount strategic, influential UX research initiatives.
You’ll love his stories, ability to demonstrate every point with a simple, concrete example, and comically adorable attempts to draw out his ideas. (You can’t fault him for trying, though.)
Most importantly, you’ll love how much smarter you’ll feel after spending a few minutes absorbing his experience-informed wisdom. Don’t pass up this opportunity to glean everything you can from Jared.
Sign up for Outcome-Driven UX Metrics Course
Ready to dive in deep and absorb everything there is to know about Outcome-driven UX Metrics?
Individual price per person
$499
Team price per person ($100 off each person)
$399
Unemployed UXer per person
$199
What’s included:
- Eight 1-hour live coaching sessions with Jared Spool.
- Eight 50-minute recorded lectures (to watch on your own time or together during a scheduled session for each topic).
- Access a library of resources for developing your UX metrics strategy.
- A private community to get your questions answered by Jared and other members.
- Extended access to all session recordings, Q&As, and notes.
- A personalized Certificate of Completion for the Outcome-driven UX Metrics program.
Next Cohorts:
Oct 29 – Nov 21
Nov 18 – Dec 18
Join CohortDec 10 – Jan 17
Join Cohort
8 or more team members?
Explore private team courses.
Can’t attend the course live?
Purchase the Recorded Outcome-driven UX Metrics Video Series.
We know that not everyone has the resources to join us live. That’s ok. You can purchase the UX Metrics to Drive Your Organization‘s video series.
You can watch all eight sessions of the Outcome-driven UX Metrics Course broken up into two parts in our UX Strategy Essentials Library.
What’s included for $227:
- The lectures and notes from all eight topics.
- Catch the lectures on your own schedule.
- Access is for 90 days.
