Monitor with usability metrics

Earlier chapters explored ways to evaluate and find issues. This can be done by using a checklist, a particular set of rules expected for a UX, or a set of heuristics, a collection of guiding principles that, when applied correctly, helps expose issues quickly. The last chapter covered those methods, leaving a few more exciting metrics.

There are multiple ways to interpret how the system is doing. Since surveys, interviews, and other subjective metrics were covered, let’s address measuring quality changes over time. This means measuring the fidelity of the experience by asking customers to answer specific questions, resulting in a net promoter score (NPS), a single-question survey, the more robust and time-consuming ten-question software usability scale (SUS) metric, or other forms of customer satisfaction (CSAT) surveys.

First, realize why it is helpful to measure usability with a score. It will only give a broad sense of how the system...