Ben talks with Lyndsi Lee, UX Manager at Turnitin, about moving beyond traditional metrics like NPS and CSAT to measure user experiences more effectively.

The conversation centers on outcome-based assessment, a framework that breaks user experiences into atomic outcomes. Rather than asking broad satisfaction questions, this approach focuses on specific user goals like "users can complete repetitive tasks without friction." Lyndsi explains how teams can identify these outcomes through existing research and customer feedback, then prioritize them using methods like card sorting with actual users.

The framework helps product teams move away from vague directives and toward specific, measurable improvements that directly impact user success. This episode offers practical guidance for researchers and product teams struggling to demonstrate impact beyond traditional satisfaction scores.

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Highlights

13:49 Complicated Opinion on NPS and CSAT
18:51 Outcome Based Assessment Framework
27:36 Getting Strategic with Stakeholder Buy-in
32:00 Traffic Light System for Stakeholders
38:57 Revisiting Outcome Statements Timeline
41:40 AI's Role in Quantitative Research

About Lyndsi
Lyndsi is a Senior Manager of UX Research at Turnitin, where she leads efforts to make the student and educator experience more meaningful, measurable, and user-centered. She started her career in public education as a school counselor and School Psychological Examiner, working alongside educators to support students’ learning needs. Eventually, she found her way into UX research, where she combined her love of psychology, education, and technology. Lyndsi is passionate about helping teams stay focused on what truly matters to users, and firmly believes that good research is part art, part science, and part really well-organized sticky notes.

Resources

How the AMA is fighting for physicians and patients in Washington, Part II