Designing a Framework to Measure Experience Quality
CONTEXT
While mapping patient journeys, we identified experience issues across several workflows. These journey maps were detailed and valuable for product teams, but they did not provide a consistent way to evaluate experience quality, compare journeys, or communicate high-level insights to leadership.
MY CONTRIBUTION
To address this, we designed a scalable experience evaluation framework that translates qualitative UX insights into structured, measurable outputs.
The framework evaluates journeys across defined experience facets, each with scoring criteria and weighted calculations that roll up into an overall experience score. These scores are then translated into clear labels and experience summaries, making results easier for stakeholders and executives to interpret.
To reduce evaluator bias, assessments are completed independently by discovery and production design leads before being reviewed collaboratively to align on final scores and insights.
IMPACT
The framework created a repeatable, evaluator-agnostic method for assessing experience quality across journeys. It now supports experience health reporting, design prioritization, and before-and-after evaluations to measure improvements over time.