Many organizations use standard usability questionnaires such as the System Usability Scale (SUS) to benchmark their products’ usability and track it over time, or compare to competitors. But the SUS on its own does not tell you what or how to improve. Also, the score can be just another “so what” metric, especially to colleagues outside the user experience team who may not be as familiar with it as, say, Net Promoter Score.
Finally, answering the SUS questions is not a very compelling activity for your customers. How can you amp up your usability survey to increase response rates, give the score context that your stakeholders will care about, and drive more action from the results? I will share a case study that helped me get buy-in for a major redesign project.
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