Example design metrics dashboard
Situation: The chief design officer (CDO) at a retail bank has been supporting the organization’s large cost and experience transformation. In the initial setup phase, it was agreed that improving colleague experience would be one of the North Star outcomes of the program.
Discover how the metrics dashboard can help guide decision making
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Example design metrics dashboard
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The design leader is able to see that employee experience and retention are down since last month thanks to clear visuals that allow for at-a-glance review.
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The CDO can then see how the major business units, such as the call center, contribute to these overall measures. In this case, ratings by call-center employees are contributing to the decline in overall employee satisfaction.
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When setting up the dashboard, the customer-experience and design teams linked employee-experience measures to specific journey steps. This allows the CDO to see that call lengths are increasing, indicating it is taking longer to troubleshoot issues.
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By investigating those journey steps further, the CDO learns that many call-center employees feel confused and disempowered when receiving calls, because they have not been given sufficient guidance to navigate a complex and rapidly changing process for managing customer complaints after the introduction of a new system.
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Employee retention rate
All business functions
Average employee satisfaction score
0
100
Current
Last
Target
Current
80%
90%
82%
70
73 Last
80 Target
Call center
Last
Target
Current
Employee retention rate
76%
90%
80%
60
71 Last
80 Target
0
100
Current
Employee satisfaction score
Open ticket
Troubleshoot
First time right
Average handle time
77%
16m
89%
79%
10m
12m
Current
Target
Last
Current
Target
Last
Discover how the metrics dashboard can help guide decision making
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