Measuring the User Experience: Collecting, Analyzing, and Presenting UX Metrics, Third Edition

  • 7h 13m
  • Bill Albert, Tom Tullis
  • Elsevier Science and Technology Books, Inc.
  • 2022

Measuring the User Experience: Collecting, Analyzing, and Presenting UX Metrics, Third Edition provides the quantitative analysis training that students and professionals need. This book presents an update on the first resource that focused on how to quantify user experience. Now in its third edition, the authors have expanded on the area of behavioral and physiological metrics, splitting that chapter into sections that cover eye-tracking and measuring emotion. The book also contains new research and updated examples, several new case studies, and new examples using the most recent version of Excel.

  • Helps readers learn which metrics to select for every case, including behavioral, physiological, emotional, aesthetic, gestural, verbal and physical, as well as more specialized metrics such as eye-tracking and clickstream data
  • Provides a vendor-neutral examination on how to measure the user experience with websites, digital products, and virtually any other type of product or system
  • Contains new and in-depth global case studies that show how organizations have successfully used metrics, along with the information they revealed
  • Includes a companion site,, that has articles, tools, spreadsheets, presentations and other resources that help readers effectively measure user experience

About the Author

William (Bill) Albert is Senior Vice President and Global Head of Customer Development at Mach49, a growth incubator for global businesses. Prior to joining Mach49, Bill was Executive Director of the Bentley University User Experience Center (UXC) for almost 13 years. Also, he was Director of User Experience at Fidelity Investments, Senior User Interface Researcher at Lycos, and Post-Doctoral Researcher at Nissan Cambridge Basic Research. He has more than twenty years of experience in user experience research, design, and strategy. Bill has published and presented his research at more than 50 national and international conferences, and published in many peer-reviewed academic journals within the fields of User Experience, Usability, and Human-Computer Interaction. In 2010 he co-authored (with Tom Tullis and Donna Tedesco), “Beyond the Usability Lab: Conducting Large-Scale Online User Experience Studies,” published by Elsevier/Morgan Kauffman.

Thomas S. (Tom) Tullis retired as Vice President of User Experience Research at Fidelity Investments in 2017. Tom was also an Adjunct Professor in Human Factors in Information Design at Bentley University since 2004. He joined Fidelity in 1993 and was instrumental in the development of the company’s User Research department, whose facilities include state-of-the-art Usability Labs. Prior to joining Fidelity, he held positions at Canon Information Systems, McDonnell Douglas, Unisys Corporation, and Bell Laboratories. He and Fidelity’s usability team have been featured in a number of publications, including Newsweek, Business 2.0, Money, The Boston Globe, The Wall Street Journal, and The New York Times.

In this Book

  • Introduction
  • Background
  • Planning
  • Performance Metrics
  • Self-Reported Metrics
  • Issues-Based Metrics
  • Eye Tracking
  • Measuring Emotion
  • Combined and Comparative Metrics
  • Special Topics
  • Case Studies
  • Ten Keys to Success
  • References