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Refresh Portland — Tools in the UX Toolbox: Net Promoter Score

Wacom Experience Center
1455 Northwest Irving Street
Portland, OR 97209, US (map)



Doors open at 5:30pm, talk starts at 6:00pm.

How can you influence and shift your organization to embrace a more customer-centered focus? This has been a question and a quest for UX professionals for years. It is a challenging road to be sure. Imagine this challenge at a huge technology company with a deep engineering culture focused on performance data. Qualitative “squishy” metrics may not be persuasive on their own. What can you do to break through and effect change?

This presentation explores how one group at Intel is using the Net Promoter Score metric to spearhead UX changes. NPS is valued by executives as a simple, easy to understand measure of customer loyalty. It can be a useful tool for your UX toolbox. Barbara will show you how Intel uses this metric as part of a UX practice.

Our Presenter, Barbara Holmes

Barbara Holmes has enjoyed a 25+ year career solving problems for clients. Barbara has worked for agencies, for herself as a sole proprietor, for startups, and client side, she is currently a Customer Insights Analyst, Information Architect, with the Intel Corporation.

From filmmaker, to instructional designer, to information architect and writer, to UX, and now a research focus, Barbara brings the needs and wishes of the customer to all her projects. At Intel she focuses on making sure her primary customers, software developers around the world, have an active voice in how we design and deliver our software products.