How to Measure Success in Human-Centered Projects
GUEST POST from Chateau G Pato
As I engage with organizations striving for meaningful innovation, a recurring question arises: how do we truly measure the success of human-centered projects? Too often, we fall back on traditional metrics like ROI or efficiency gains, which, while important, fail to capture the full impact of designs rooted in human needs and aspirations. Designing for impact requires a more nuanced and holistic approach to measurement, one that considers not just the bottom line, but also the positive changes we create in people’s lives and the world around us.
Human-centered design is, at its core, about creating solutions that are desirable, feasible, and viable. While viability often translates to traditional business metrics, desirability and feasibility are deeply intertwined with human outcomes. Did the solution genuinely address the users’ needs? Did it improve their experience? Did it empower them in some way? These are the questions that should drive our measurement of success. Simply launching a product or implementing a service isn’t the finish line; the true measure lies in the positive change it generates for the people it’s intended to serve. This requires a shift from measuring outputs to measuring outcomes, and even further, to measuring impact on human lives and well-being.
To effectively measure the success of human-centered projects, we need to develop a comprehensive framework that incorporates both quantitative and qualitative data. This framework should consider the following dimensions:
- User Satisfaction and Experience: Gathering feedback directly from users about their experience with the solution, using methods like surveys, interviews, and usability testing.
- Behavioral Changes: Observing and measuring changes in user behavior as a result of the implemented solution. Are they adopting it? Are they using it in the intended way? Is it leading to desired actions?
- Impact on Goals: Assessing how the solution contributes to the users’ individual or collective goals. Is it helping them achieve what they set out to do more effectively or efficiently?
- Broader Societal and Environmental Impact: Evaluating the wider consequences of the solution, considering its effects on the community, the environment, and overall well-being.
- Long-Term Value and Sustainability: Assessing the long-term viability and positive impact of the solution over time. Is it creating lasting change?
Case Study 1: Redesigning Public Services for Citizen Well-being
The Challenge: Low Citizen Engagement and Inefficient Service Delivery
A local government in a neighboring region was facing low citizen engagement with its online services and persistent inefficiencies in service delivery. Residents found the online portals confusing and difficult to navigate, leading to frustration and increased calls to already strained customer service lines. The “traditional” success metrics focused on website traffic and the number of transactions processed online, but these metrics didn’t reflect the actual experience or satisfaction of the citizens.
The Human-Centered Approach and Measurement:
The government adopted a human-centered design approach to redesign its online services. This involved extensive user research, including interviews and usability testing with residents of diverse backgrounds and tech savviness. The redesign focused on creating intuitive navigation, clear language, and a user-friendly interface. To measure success, they went beyond website analytics. They implemented satisfaction surveys integrated directly into the online portals, conducted follow-up interviews to understand the impact on citizens’ lives (e.g., time saved, reduced stress), and tracked the decrease in calls to customer service. They also looked at the behavioral changes, such as the increased adoption rate of online services for tasks that previously required in-person visits. The “impact on goals” was measured by how effectively citizens could now access and complete necessary tasks online.
The Results:
The redesigned online services saw a significant increase in user satisfaction scores (measured through the integrated surveys and interviews). There was a marked decrease in calls to customer service, freeing up resources for more complex issues. Citizen adoption of online services for key tasks increased substantially, indicating a positive behavioral change. Ultimately, the project’s success was measured not just by the efficiency gains for the government, but by the improved ease and convenience for the citizens, leading to a greater sense of civic engagement and well-being. The long-term value was evident in the sustained high satisfaction rates and the reduced burden on traditional service channels.
Key Insight: Measuring the success of public service design requires focusing on citizen satisfaction, behavioral changes in service adoption, and the impact on their ability to access and utilize essential resources.
Case Study 2: Developing Assistive Technology for Enhanced Independence
The Challenge: Creating Technology that Truly Empowers Individuals with Disabilities
A local non-profit organization was dedicated to developing assistive technologies for individuals with physical disabilities. Their initial attempts focused on technical feasibility, but the adoption rates were lower than expected. The devices, while functional, didn’t always align with the users’ specific needs or integrate seamlessly into their daily lives. The organization realized they needed a more human-centered approach to their design and measurement of success.
The Human-Centered Approach and Measurement:
The organization shifted its focus to deeply understanding the needs and aspirations of the individuals they aimed to serve. They conducted extensive ethnographic research, spending time with potential users in their homes and communities to observe their daily routines and challenges. Based on this research, they co-created new assistive technology solutions with users, incorporating their feedback at every stage of the design process. To measure success, they focused on the “impact on goals”—how the technology enhanced the users’ independence, autonomy, and quality of life. They collected qualitative data through in-depth interviews and longitudinal studies, tracking changes in the users’ ability to perform daily tasks, participate in social activities, and pursue their personal interests. They also looked for behavioral changes, such as increased engagement in activities they were previously unable to do. While sales figures were a factor for sustainability, the primary measure of success was the tangible improvement in the lives and independence of the individuals it serves.
The Results:
The human-centered approach led to the development of assistive technologies that were not only functional but also truly desirable and integrated seamlessly into the users’ lives. The qualitative data revealed significant improvements in the users’ independence, self-esteem, and overall well-being. They reported being able to perform tasks more easily, participate more fully in their communities, and experience a greater sense of control over their lives. The long-term value was evident in the sustained use of the technologies and the ongoing positive impact on the users’ daily experiences. This case highlights that in the realm of assistive technology, success is best measured by the tangible improvements in the lives and independence of the individuals it serves.
Key Insight: In assistive technology and similar fields, the most critical measures of success are the qualitative improvements in users’ independence, well-being, and ability to achieve their personal goals.
Moving Beyond Traditional Metrics
As we continue to champion human-centered innovation, it’s crucial that we evolve our definition of success. By embracing a more holistic and human-centric approach to measurement, we can gain a deeper understanding of the true impact of our work. This involves actively listening to the voices of those we serve, observing changes in their behavior, and evaluating the broader societal and environmental consequences of our solutions. Ultimately, designing for impact means focusing on creating positive and lasting change in the lives of people and contributing to a more humane and sustainable future. It’s about moving beyond simply delivering a solution to creating meaningful and measurable impact.
Extra Extra: Because innovation is all about change, Braden Kelley’s human-centered change methodology and tools are the best way to plan and execute the changes necessary to support your innovation and transformation efforts — all while literally getting everyone all on the same page for change. Find out more about the methodology and tools, including the book Charting Change by following the link. Be sure and download the TEN FREE TOOLS while you’re here.
Image credit: Gemini
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