🖕🏿 🙇🏾 👨🏾‍💼 User experience in IVI: how we measure and how we improve ↕️ 👩🏿‍🍳 👛

How can business success be measured? Of course, business metrics such as revenue and number of transactions, product metrics and market share help assess how much the service is in demand, but this is not always enough. It is very useful to understand the impressions and emotions that the client receives from using the product - this makes it possible to understand what needs to be improved. That is why we at IVI have a whole system of measuring user experience, which allows the entire company to find an alternative point of view on how customers evaluate our service.

At the same time, impressions and emotions are very difficult to measure, because we have many points of contact and a huge amount of often conflicting feedback from users. In addition, managers and developers have personal feelings about the product - we ourselves very often exchange opinions about what we like about our service and what we don't.

How do you translate all this perception into numbers and quantitative indicators? This is how the pyramid of user experience measurement in IVI looks in a simplified form: