Quantifying Impact

In many organisations CX and service designers operate as an business influencer rather than a power broker or controller, with little direct say over key touchpoints. With only soft powers of influence to drive change, addressing short-term, bottom-line thinking and decision making can sometimes feel impossible.

Adding to the mix a lack of understanding by the wider business about the value of design, and increasing time and budget constraints, we are often forced to deliver within existing paradigms with very little tangible evidence of what value-add or impact we have had. This chips away at the value that good design can add, undermines our credibility against other parts of the organisation and ultimately makes it harder to advocate for a more customer centred approach next time around. But what if we had a way to quantify in tangible terms what difference design has made to a product, service or initiative?