用户体验团队的 KPI
我将领导一个新的用户体验团队，但我正在为团队的 KPI 定义而苦苦挣扎。我的问题是非技术性的，我问的是我应该衡量哪些 KPI。
I'm going to lead a new User Experience Team and I'm struggling with the definition of KPI for the team. My question is non-technical and I'm asking after what KPI's I should measure.
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这是一个非常笼统的问题 - 您可能需要更具体。但是，您可能可以考虑以下一些起点。
用户支持成本 - 用户支持事件数量占用户群的比例。按任务、模块或其他一些细分进行细分，您可以将其链接到可以修复的实际应用程序功能。如果您可以获得有关有效修复率的统计数据，那就更好了。
数据修复成本 - 取决于您的应用程序，必须修复不正确数据的成本可能是您应该跟踪的支持成本指标。
数据修复成本 - 取决于
错误数量 - 如果您可以在 Web 服务器日志中发现错误的导航模式，您可以尝试降低这种情况的发生率。
错误数量 -
保留或中止尝试的次数。如果您有一个公共网站，那么您可能希望发现用户失去兴趣的发生率。
这些都是您很可能能够获得硬数据的问题（至少对于 Web 应用程序而言），并且它们将为您提供一些与实际性能相关的客观衡量标准。注意成本和有效性的相关性（离开网站的投注者、支持电话的成本）。从“天真的”经济角度来看，这些将为您提供有关网站工作效率的基本定量衡量标准（我假设您正在为维护网络应用程序的人工作）。
您可能会想到更直接适合您的应用程序的类似措施。
为了获得更深入的了解，您可能需要进行一些传统的营销/HCI 工作，例如调查，甚至焦点小组或可用性测试。除此之外，您正在评估系统的基本策略（我猜）可能开始超出您的简介范围。首先从您可以衡量的事情开始。
That's a pretty general question - you probably need to be more specific. However, here are some starting points that you might be able to think about.
Cost of user support - number of user support incidents as a proportion of the user base. Break it down by task, module or some other breakdown that you can link to actual application functionality that could be fixed. Bonus if you can get stats on the rate of effective fixes.
Cost of data fixes - depending on your application, cost of having to fix incorrect data may be a support cost metric that you should track.
Number of mistakes - if you can spot erroneous navigation patterns in web server logs you could try to bring the level of incidence of this down.
Retention or number of aborted attempts. If you have a public web site then you might want to spot the incidence of users losing interest.
These are all questions that you are quite likely to be able to get hard data on (at least for a web application) and they will give you some objective measures that are correlated to real aspects of performance. Notice the correlation to costs and effectiveness (punters leaving the site, cost of support calls). From 'naive' economic perspective these will give you basic quantitative measures about how effective the site is at doing its job (I'm assuming you're working for someone maintaining a web application).
You can probably think of similar measures that are more directly appropriate to your application.
To get at a deeper view, you may want to do some traditional marketing/HCI stuff like surveys or even focus groups or usability testing. Beyond that you are evaluating the underlying strategy of the system which (I guess) is probably starting to fall outside your brief. Start with things that you can measure first.