Measuring the User Experience

Collecting, Analyzing, and Presenting Usability Metrics


  • William Albert, Director, Design and Usability Center, Bentley University, USA
  • Thomas Tullis, Senior Vice President of User Experience, Fidelity Investments, USA

Measuring the User Experience was the first book that focused on how to quantify the user experience. Now in the second edition, the authors include new material on how recent technologies have made it easier and more effective to collect a broader range of data about the user experience.

As more UX and web professionals need to justify their design decisions with solid, reliable data, Measuring the User Experience provides the quantitative analysis training that these professionals need. The second edition presents new metrics such as emotional engagement, personas, keystroke analysis, and net promoter score. It also examines how new technologies coming from neuro-marketing and online market research can refine user experience measurement, helping usability and user experience practitioners make business cases to stakeholders. The book also contains new research and updated examples, including tips on writing online survey questions, six new case studies, and examples using the most recent version of Excel.

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Usability and User Experience practitioners, human factor professionals, and market researchers, business analysts, interaction and visual designers, information architects, managers within technology companies, students/ instructors in Human Factors/ HCI.


Book information

  • Published: July 2013
  • ISBN: 978-0-12-415781-1


"…the source of the data in this book is focused more on the data that you collect while performing user research, but the bottom line is that it will help you improve your data analysis skills…this is a great reference book when you feel stuck with a set of user research data, but cannot figure out how to derive value from it."--Actual Insights blog, October 26, 2013
"This is a how-to guide not a theoretical treatise, they say, providing practical advice about what metrics to collect in what situations, how to collect them, how to make sense of the data using various analysis techniques, and how to present the results in the clearest and most compelling way."--Reference & Research Book News, October 2013
"This book is a great resource about the many ways to gather usability metrics without busting your budget. If you're ready to take your company’s user experience process to the next maturity level, Tullis and Albert are here for you and share generously of their vast experience. Highly recommended."--Jakob Nielsen, Principal of Nielsen Norman Group, author of Usability Engineering and Mobile Usability
"A great second edition, with updated content based on new research and completely new case studies.  If you work in the field of user experience, you should buy this book, read it, and use it."--James R. (Jim) Lewis, Ph.D., CHFP, Senior Human Factors Engineer, IBM Software Group
"This book is amazing. It's everything you need to know about measuring the user experience.  If you are a user experience professional you must read it. Not skim -- read.  It's well written, and very thorough. I'll be keeping it close at hand as my "go-to" book."--Susan Weinschenk, Ph.D., Founder of the Weinschenk Institute

Table of Contents

Chapter 1 Introduction
Chapter 2 Background
Chapter 3 Planning
Chapter 4 Performance Metrics
Chapter 5 Issue-Based Metrics
Chapter 6 Self-Reported Metrics
Chapter 7 Behavioral and Physiological Metrics
Chapter 8 Combined and Comparative Metrics
Chapter 9 Special Topics
Chapter 10 Case Studies
Chapter 11 Ten Keys to Success