Know your KPIs

I'll never forget the first time I heard the term "KPI" (Key Performance Indicator). I was 19, and in the middle of an impromptu phone interview for a tech support role at a small computer shop. “How do you make sure you hit your KPIs?” the manager asked me. I blanked and immediately hung up.

Needless to say, I didn't get the job.

Little did I know then, KPIs would become an instrumental part of my professional journey. When leading a team of technical support advisors, these crucial metrics were our compass, guiding our evaluations and efforts.

UX and KPIs: Two Sides of the Same Coin

As I continue to explore the world of User Experience (UX), one overarching lesson has made itself abundantly clear: before diving into any UX project, you have to know your goals.

User Goals

A user is always aiming to accomplish something when interacting with your product or service. Whether they are shopping, searching, or solving, there is a reason they've chosen to engage.

Business Goals

On the flip side, organizations have their own targets. Be it sales, impressions, or successful issue resolutions, there are KPIs that must be met for business success.

Alignment is Crucial

For a UX design to truly shine, these goals—user and business—must be in sync. An organization's success is defined by its users achieving their goals, not the other way around.

So next time you find yourself making decisions around UX, or even just taking a stroll down memory lane about awkward job interviews, remember the importance of setting and understanding goals. Oh, and maybe learn what KPI means if you haven’t already.