Web User Experience: Common Indicators for Business and IT Collaboration
Both business and IT groups rely on user experience management (UEM) to monitor and improve the quality of the user experience with web applications. Unfortunately, in many organizations today, these two groups have different goals and measures of success, and lack even a common vocabulary for working together. The responsibility of IT is often limited to providing highly responsive application services that are always available - with no insight into business needs - while business teams are tasked with understanding user behavior to determine if delivered content and services are commensurate with market demand or business goals - with little access to the right data.
This paper discusses how to bridge the gap in UEM between business stakeholders and IT by helping each group better understand both perspectives on the user experience. It describes the most common UEM indicators and what they mean to both the business and IT. Next, this paper describes how these indicators can help address real-world performance problems by answering the questions that matter to both groups. Finally, the paper explains the primary sources for UEM information and when each data source is most useful.