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The Pocket Universal Methods of Design by Bella Martin, Bruce Hanington

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051 Key Performance Indicators (KPIs)

Measurements of how well you are doing against quantifiable, widely accepted business goals

• KPIs measure where you were yesterday and where you are today, in relationship to where you are trying to go in terms of some predefined business objective.

• Each KPI is a measurement derived from an individual’s interaction with your product or service.

• KPIs are great for quantifying behavior or value metrics (e.g., the ratio of people who abandon their shopping cart versus those who complete the sale).

• As an action-oriented measure, KPIs can help:

– Recognize, prioritize, and react as issues occur

– Meaningfully summarize and compare data and use it to your advantage

– Document a business case for change ...

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