Senior User Experience Manager, Vanguard
Richard manages a UX team at Vanguard where he passionately advocates designing experiences within the context of user and business goals. In 2008 he was honored to chair the IA Summit conference in Miami and is still recovering. He has been a practitioner and manager in the UX field since 1994 in both the US and the UK.
Richard has been in the United States with Vanguard since 1999, before that he co-owned a leading UK Web Consultancy. When he’s not working he enjoys hanging out with his wife and three children, playing table tennis, reading, playing guitar and juggling.
Vanguard is the client-owned investment company that is reducing cost and complexity for all investors.
Since our founding in 1975, we've believed that you shouldn't have to pay a lot for high-quality investment products and first-rate service, and that you deserve candid, clear information to help you make good investment decisions.
That's why Vanguard has always been organized differently from other investment firms. Instead of being publicly traded or privately owned, Vanguard is owned by the Vanguard funds, which are owned by our clients.
Vanguard's client-ownership structure has many advantages. We offer a rare kind of stability because we can focus on the long term, which is the right outlook for both investing and running a business. The company you invest with today will be the same company serving you tomorrow
Vanguard's mission is to help clients reach their financial goals by being the world's highest-value provider of investment products and services.
Measuring the success (or failure) of an experience can be a daunting and confusing endeavor. Richard will describe the three major phases of measurement:
Richard will provide techniques and tips for each phase and illustrate their use with real examples from his team’s work at Vanguard. This will include describing in detail how to create a Capability Strategy Sheet that defines the goals and measures of an experience. He will also share some common measurement patterns that have emerged from his team’s work.
To conclude, he will describe some of the cultural and change management challenges involved when an organization uses data to inform design decisions.
For more on this session, read Measuring online success when there is no direct link to the bottom line
UX Magazine: 10 guidelines for quantitative measurement of UX (22 April 2011)