Digital Services Performance Measurement Framework for measuring and monitoring user experience
From the framework developed by GSA’s Digital Services Innovation Center that aims to:
identify a common approach to collect standard data, and enable aggregation of this data
The framework is based on the following types of measures:
- Breadth
- Depth
- Loyalty
- Customer Experience
Where customer experience is measured through standard service measures of quality, experience, and loyalty
Is a similar approach also commonly used for user experience measurement and monitoring, or are there similar standards that have been used for the private or commercial sector?
UPDATE: Australia's Digital Transformation Agency has also provided guidelines around the measuring of digital services performance, in the form of KPIs below:
- user satisfaction — to help continually improve the user experience of your service
- digital take-up — to show how many people are using the service and to help encourage users to choose the digital service
- completion rate — to show which parts of the service you need to fix
- cost per transaction — to make your service more cost efficient
This information is collected and displayed at a government services performance dashboard website: https://dashboard.gov.au/