Measuring the User Experience, Second Edition: Collecting, Analyzing, and Presenting Usability Metrics (Interactive Technologies)

Measuring the User Experience, Second Edition: Collecting, Analyzing, and Presenting Usability Metrics (Interactive Technologies)
By William Albert, Thomas Tullis

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Product Description

Measuring the User Experience was the first book that focused on how to quantify the user experience. Now in the second edition, the authors include new material on how recent technologies have made it easier and more effective to collect a broader range of data about the user experience.

As more UX and web professionals need to justify their design decisions with solid, reliable data, Measuring the User Experience provides the quantitative analysis training that these professionals need. The second edition presents new metrics such as emotional engagement, personas, keystroke analysis, and net promoter score. It also examines how new technologies coming from neuro-marketing and online market research can refine user experience measurement, helping usability and user experience practitioners make business cases to stakeholders. The book also contains new research and updated examples, including tips on writing online survey questions, six new case studies, and examples using the most recent version of Excel.

  • 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
  • Find a vendor-neutral examination of how to measure the user experience with web sites, digital products, and virtually any other type of product or system
  • Discover in-depth global case studies showing how organizations have successfully used metrics and the information they revealed
  • Companion site,, includes articles, tools, spreadsheets, presentations, and other resources to help you effectively measure the user experience

Product Details

  • Amazon Sales Rank: #70162 in Books
  • Brand: Morgan Kaufmann
  • Published on: 2013-07-17
  • Released on: 2013-07-03
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.25" h x .76" w x 7.50" l, 1.45 pounds
  • Binding: Paperback
  • 320 pages


  • Morgan Kaufmann

Editorial Reviews


"This book discusses various efforts to identify, collect, analyze, improve, and present metrics that can be used to measure usability…It is well made. It is also fun to read. I recommend it to managers interested in or in charge of user experience design for their products.", January 2014

"…the source of the data in this book is focused more on the data that you collect while performing user research, but the bottom line is that it will help you improve your data analysis skills…this is a great reference book when you feel stuck with a set of user research data, but cannot figure out how to derive value from it." --Actual Insights blog, October 2013

"This is a how-to guide not a theoretical treatise, they say, providing practical advice about what metrics to collect in what situations, how to collect them, how to make sense of the data using various analysis techniques, and how to present the results in the clearest and most compelling way." --Reference & Research Book News, October 2013

"This book is a great resource about the many ways to gather usability metrics without busting your budget. If you're ready to take your company’s user experience process to the next maturity level, Tullis and Albert are here for you and share generously of their vast experience. Highly recommended." --Jakob Nielsen, Principal of Nielsen Norman Group, author of Usability Engineering and Mobile Usability

"A great second edition, with updated content based on new research and completely new case studies.  If you work in the field of user experience, you should buy this book, read it, and use it." --James R. (Jim) Lewis, Ph.D., CHFP, Senior Human Factors Engineer, IBM Software Group

"This book is amazing. It's everything you need to know about measuring the user experience.  If you are a user experience professional you must read it. Not skim -- read.  It's well written, and very thorough. I'll be keeping it close at hand as my "go-to" book." --Susan Weinschenk, Ph.D., Founder of the Weinschenk Institute

From the Back Cover

Effectively measuring the usability and user experience of any product requires choosing the right metric, applying it, and using the information it reveals. This completely new and updated edition of Measuring the User Experience provides a single source of practical information to enable user experience professionals and product developers to do just that. Authors Tullis and Albert organize dozens of metrics into five categories: performance, issues-based, self-reported, derived, and behavioral/physiological. You’ll explore each metric and learn the best methods for collecting, analyzing, and presenting the data. You’ll find step-by-step guidance for measuring the user experience of any type of product using any type of technology. 

New to this edition, you’ll find such topics as measuring emotional engagement, personas, and the Net Promoter Score. The book also contains new research and updated examples, including tips on writing online survey questions, six new case studies, and much more!

About the Author
Bill Albert is Director of the Design and Usability Center at Bentley University. Prior to joining Bentley, Bill was Director of User Experience at Fidelity Investments, Senior User Interface Researcher at Lycos, and Post-Doctoral Research Scientist at Nissan Cambridge Basic Research. Bill is an Adjunct Professor in Human Factors in Information Design at Bentley University and a frequent instructor at the International Usability Professional’s Association Annual Conference. Bill has published and presented his research at more than thirty national and international conferences. He is coauthor (with Tom Tullis) of Measuring the User Experience and Beyond the Usability Lab. He is on the editorial board for the Journal of Usability Studies.

Tom Tullis is Vice President of Usability and User Insight at Fidelity Investments and Adjunct Professor at Bentley University in the Human Factors in Information Design program. He joined Fidelity in 1993 and was instrumental in the development of the company’s usability department, including a state-of-the-art Usability Lab. 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.

Customer Reviews

Most helpful customer reviews

0 of 0 people found the following review helpful.
5Highly recommend!
By KaKaKaren
I purchased this book for my Human Computer Interaction Design course for a nursing informatics program that I am in. The book is easy to read, gives a great review on statistical methods, great tips using Excel, and is also a great resource on proper graphing solutions for each metric. It has thorough and understandable instructions on how to plan, create, and implement user experience studies.

I'm a nurse, not a statistician or designer and found this book great! I'm bummed the class is over.

0 of 0 people found the following review helpful.
5Five Stars
By donavon forquer
delivered in good condition

0 of 0 people found the following review helpful.
5Five Stars
By Erin Wright
Excellent book - used in a graduate class I took. I refer to it often.

See all 12 customer reviews...

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