About this episode

Ben talks with Lyndsi Lee about measuring user experiences beyond traditional metrics.

Ben talks with Lyndsi Lee, UX Manager at Turnitin, about moving beyond traditional metrics like NPS and CSAT to measure user experiences more effectively. The conversation centers on outcome-based assessment, a framework that breaks user experiences into atomic outcomes. Rather than asking broad satisfaction questions, this approach focuses on specific user goals like "users can complete repetitive tasks without friction." Lyndsi explains how teams can identify these outcomes through existing research and customer feedback, then prioritize them using methods like card sorting with actual users. The framework helps product teams move away from vague directives and toward specific, measurable improvements that directly impact user success. This episode offers practical guidance for researchers and product teams struggling to demonstrate impact beyond traditional satisfaction scores. Amazon Prime article Highlights 13:49 Complicated Opinion on NPS and CSAT 18:51 Outcome Based Assessment Framework 27:36 Getting Strategic with Stakeholder Buy-in 32:00 Traffic Light System for Stakeholders 38:57 Revisiting Outcome Statements Timeline 41:40 AI's Role in Quantitative Research About…

People in this episode

Host: Ben

Guest: Lyndsi Lee

Mentioned in this episode

Organizations: Turnitin

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