PHILIP BURGESS

Creating a culture where user experience (UX) efforts lead to clear, measurable results is a challenge many UX leaders face. Without measurable outcomes, teams struggle to prove the value of their work, and organizations miss opportunities to improve products based on real data. This post explores practical ways UX leaders can build a culture focused on measurable outcomes, helping teams deliver stronger results and gain greater influence within their organizations. Build a C

Understanding how users interact with your product is essential for creating a satisfying experience. Collecting UX metrics helps identify pain points, measure success, and guide improvements. Choosing the right tools can make this process efficient and insightful. This post explores some of the best tools available to collect and analyze UX metrics, helping you make informed decisions based on real user data. Top Tools for Effective UX Metrics Collection and Analysis Why UX

Measuring user experience often focuses on dashboards filled with numbers and charts. Yet, these dashboards rarely translate into meaningful action for teams. The real challenge lies in designing UX metrics that support teams directly, helping them improve products and user satisfaction day by day. This post explores how to create UX metrics that serve teams, not just dashboards. Creating Effective UX Metrics That Empower Teams Over Dashboards Why UX Metrics Should Focus on T

Understanding how users interact with a product is essential for creating effective designs. Quantitative testing in UX research offers a way to measure user behavior with numbers, providing clear data that can guide design decisions. This post explains what quantitative testing is, explores the tools and methods used, and shares best practices to help you get reliable results. Quantitative Testing What is quantitative testing in UX research? Quantitative testing focuses on c

Usability benchmarking is a powerful tool in UX research that helps teams measure how well users interact with a product compared to previous versions or competitors. It provides clear, data-driven insights that guide design improvements and track progress over time. This post explains what usability benchmarking is, why it matters, and how to carry it out effectively. Usability Benchmarking What Is Usability Benchmarking? Usability benchmarking involves testing a product’s u

Customer Satisfaction Score (CSAT) is often seen as a quick and easy way to measure how users feel about a product or service. Many teams rely heavily on CSAT to judge the success of their user experience (UX) efforts. While CSAT provides useful insights, it does not tell the full story. Relying on CSAT alone can lead to misleading conclusions and missed opportunities for improvement. This post explains why CSAT is not enough by itself and explores other important metrics and

User experience (UX) research aims to understand how users interact with products and services to improve satisfaction and usability. One challenge in UX research is measuring success in a way that reflects real user needs and business goals. Google’s Heart Framework offers a clear, practical approach to this challenge. It helps teams focus on meaningful metrics that capture the full user experience, guiding design and evaluation efforts. This post explains what the Heart Fra

User experience (UX) research aims to create products that are easy and satisfying to use. One key measure in this process is the Task Success Rate (TSR) . It tells us how well users can complete specific tasks when interacting with a product or service. Understanding TSR helps designers and researchers identify usability issues and improve the overall user experience. Task success rate What Is Task Success Rate in UX Research? Task Success Rate is a metric used to evaluate t

By Philip Burgess | UX Research Leader When I first started working in user experience, I was eager to quantify every insight I gathered. It seemed logical: if something is important, it should be measurable. But over time, I realized that not every UX insight fits neatly into a metric. Some insights lose their meaning or even mislead when forced into numbers. This post shares why some UX insights should remain qualitative and how turning them into metrics can sometimes do mo

By Philip Burgess | UX Research Leader When I first started working on digital products, I noticed something troubling. Teams often postponed fixing user experience problems, thinking they could handle them later. But those small issues piled up, creating what I now understand as UX debt. Like financial debt, UX debt grows over time and can seriously hurt a product’s success. That’s why measuring UX debt with clear metrics is essential. It helps teams see the real cost of ign

By Philip Burgess | UX Research Leader When I first started working with product teams, I noticed a common problem: the way UX research metrics and business KPIs were handled often caused confusion and misalignment. Teams would focus heavily on UX data without connecting it to business goals, or they would chase KPIs without understanding the user experience behind the numbers. This disconnect slows progress and leads to missed opportunities. In this post, I want to share wha

By Philip Burgess | UX Research Leader User experience (UX) research plays a crucial role in designing products that meet user needs and expectations. However, without clear metrics, it’s difficult to measure success or identify areas for improvement. Choosing the right UX metrics ensures your research plan delivers actionable insights that guide design decisions. This post highlights the essential UX metrics every research plan should include to provide a clear picture of us

By Philip Burgess | UX Research Leader Understanding how users interact with your product is essential to creating a great user experience. But tracking the right data can feel overwhelming, especially if you’re new to UX metrics. This post offers a clear starter kit with practical templates designed for beginners. You will learn which metrics matter, how to collect them, and how to use simple templates to organize your findings. Workspace showing UX metric sketches and notes

By Philip Burgess | UX Research Leader Understanding how your UX research efforts impact product development and user satisfaction can be challenging without clear metrics. A well-designed UX Research KPI Dashboard Template helps teams track progress, identify issues, and communicate results effectively. This post explains how to build and use such a dashboard to measure the success of your UX research initiatives. Dashboard displaying UX research KPIs with charts and data Wh

By Philip Burgess | UX Research Leader User experience (UX) testing aims to understand how real users interact with a product and identify areas for improvement. Among the many metrics available, task success rate stands out as one of the most direct and reliable indicators of usability. It measures whether users can complete a specific task within a product, reflecting how intuitive and effective the design truly is. This post explores why task success rate matters, how to

By Philip Burgess | UX Research Leader Understanding user experience (UX) metrics is crucial for making informed design decisions. However, raw numbers alone can be misleading without a sense of their reliability. Confidence intervals provide a way to express the uncertainty around UX measurements, helping teams understand how much trust to place in their data. This post explains how to build confidence intervals for UX metrics, making your analysis clearer and more actionabl

By Philip Burgess - UX Research Leader UX research is not only about what users do  but also about what they believe, prefer, and expect . While behavioral analytics reveals the actions people take, attitudinal analytics  uncovers the perceptions that drive those actions. Together, they give researchers the full picture: behavior explains the what , and attitudes explain the why . What Is Attitudinal Analytics? Attitudinal analytics is the structured measurement of user belie

By Philip Burgess - UX Research Leader As UX research teams grow, leaders face an important challenge: how do you measure and demonstrate the value of research without reducing people to vanity metrics?  Tracking researcher performance and team outcomes helps align research with business goals, ensures career growth for researchers, and makes a strong case for continued investment in UX research. Here’s a breakdown of what to track, how to track it, and best practices for doi

By Philip Burgess - UX Research Leader Quantitative UX research involves collecting numerical data that can be measured, analyzed statistically, and generalized to larger populations. The focus is on metrics, patterns, and trends—helping teams evaluate usability, identify problem areas, and validate design decisions at scale. Examples of quantitative research in UX include: Surveys & Polls  (CSAT, NPS, SUS scores) Task Success Rates  (e.g., percentage of users who complete a