User Experience Management: Is it Right for You?

This paper discusses how to bridge the gap in User Experience Management (UEM) between business stakeholders and IT by helping each group better understand both perspectives on the end-user experience. It describes the most common UEM indicators and what they mean to both the business and IT. Next, this paper describes how these indicators can help address real-world performance problems -- such as enhancing the overall user experience or improving the conversion of web transactions -- by answering the questions that matter to both groups. Finally, the paper explains the primary sources for UEM information and when each data source is most useful.