Assuming a typical development lifecycle involves the four steps of having an idea, building it, launching it, and learning from users about it, above is how I generally organize the world of user research. This post is about metrics.

Generally speaking, the world of user research can be organized into three areas: tactical research, strategic research, and metrics.

For a user research professional, one of the hardest things to measure is how much stakeholders and clients have bought into user research. There is no clear, quantifiable answer to this question. Nevertheless, there are several signs that indicate stakeholder engagement, uptake, and buy-in. …

Knebworth Park, North of London, England, 1986. The very last Queen concert. 120,000 tickets sold. It’s a kind of magic.

Most people respond to this question by saying, “ticket sales”. And that’s great and true. Selling out tickets is an excellent success indicator. But that happens before the actual concert started.


Electric power works even though you probably don’t know or care how. When you plug your charger into a power outlet in the wall, you don’t care about what’s happening behind the wall or at the power plant. You just want your device to charge, right?

User experience researchers know…

Start measuring the experience. Now.

Key Experience Indicators (KEIs) provide a quantitative score of a specific, important, and actionable phenomenon related to using a product or service.

Measuring KEIs has the following benefits:

Tomer Sharon

Head of User Research & Metrics at Goldman Sachs, Author of Validating Product Ideas and It's Our Research, Ex-Google, Ex-WeWork, WWE fanboy. 2∞&→

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