Today I saw Sean’s retweet of a good post by Baruch Sachs called Disruptive User Experience: Being a BPM Thought Leader (Part 1) http://t.co/zHhyZ4I2. Excellent points about the convergence of BPM and UX – a good read. I look forward to Part 2 and hope to see discussion about the outcome measures: any BPM initiative needs to have the yardstick in mind. But it leads me to a further consideration that has been top of mind lately. What are the best ways to measure UX changes in mobile applications? The last 5-8 years have seen dramatic improvements in measurement of customer satisfaction via Net Promoter Scores and web analytics. Should, and can, the same concepts and technologies be applied to measure success of mobile applications? How to measure clicks or abandonment? What is the most effective way to publish this data to the ISV without violation of privacy or impact to product performance? Are the app-store metrics sufficient? Probably not.
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