Development of a framework for UX KPIs in Industry - a case study: ABSTRACT

This work addresses the needs companies face when assessing and tracking the UX quality of their products, which is necessary to ensure that the desired level of quality is met, clarify potential areas of improvement, and compare competitor products via benchmarking. We present a framework for UX KPI assessment at Bang & Olufsen, a luxury audio product manufacturer. The framework is inspired by well-known UX scales such as the UEQ and AttrakDiff as well as more business-oriented measures such as NPS and CES scores. The resulting UX KPI framework comprises the test procedures and a scale containing these and ten unique features such as "Enjoyable”, “Exciting”, “Sound experience". The paper presents and discusses the UX KPI framework and the rationales behind it. Results of more than 200 user tests are presented and discussed. Factor analysis has been employed to analyse the assumptions behind the UX KPI and identify where improvements can be made.