Measuring the quality of the experience
Itaú has reached a good position in the Corporate UX Maturity Model (NN/G). The next step on the scale demands a deep, constant understanding of the quality of the user experience. We needed to see the experience in numbers. For this job we did an extensive research on indicators and metrics frameworks. Usability questionnaires, performance indicators, calculators, analytics data and satisfaction scores. We designed a unique program for UX quality measurement, complete with workflows and dashboards.