REFLEX

The goal of this work is to create a unified metric for usability readiness for our products and features, by collecting user reported information about the easy of use, enjoyableness and task completion confidence we will be able to make better informed decisions about when products are ready for release.

Create a dynamic report of the state of our users’ experiences of our sites. Create a common shared language about how we talk about the analytics and design of our products and a shared understanding about what we are collecting and why.

This effort will be contributed to by both the Analytics team and the UX Research team. UX Research will provide some quantitative data and qualitative data (observational and self report) by looking from the user’s point of view into the system. This method of triangulation will tell us what users are doing, not doing and why. This information will contribute fuel for the product and design teams to better understand what we need to build or improve and why, as well as a method of measuring the success or shortcomings of what we build.

What is the Reflex (Reporting for Long-term Experiences) number?

The REFLEX number is a single value that can be used to express an aggregate qualitative sentiment a user feels about a task, task group, feature area, or product. It can be used to inform release readiness, as well as express change in user perception of a product over team.

REFLEX numbers can be applied and analyzed over time to see how iterative changes in an agile development process have measurable effects on users’ confidence, sense of ease, enjoyment and enjoyment in using a product as well as their likelihood of becoming a supporter or advocate of a product.