The ROSE Framework: User Experience Work

Good Experience - The ROSE framework

Mark Hurst recently outlined four "lessons" to remember in user/customer experience work: Results, Organization, Strategy and Experience.

R = Results- business results. I like how Mark defines business results:

Business results are metrics that the CEO can understand: revenue, conversion rate, operating savings. You have to create a team and a process to measure those results; the metrics-announcement e-mail won't magically float into your inbox.

O = Organization. The organization has to buy into the changes

S = Strategy. Try to solve the biggest problems first.

E = Remember that the experience that the user has on the site, in the store, etc. is the key.