Collecting data

At the collecting data stage, you gather and analyse information about performance.

Data collection and analysis

Collect relevant data to understand the user journey. For example, web analytics can show where users drop off, while surveys reveal satisfaction levels. Combine feedback from call centres and digital analytics for a complete view of the user experience. For example, if analytics show users leaving a form, and call logs highlight confusion about a question, then you can make the form clearer.

Read more detailed analytics information in the analytics guidance on the Design System.

Benchmarking and usability testing

Regular usability benchmarking tracks user journey success across tasks, revealing changes over time. Setting usability goals and tracking metrics measure ease of use. These include task completion rate and time-to-completion.

Monitoring performance over time

Continuously measuring performance helps you identify trends and spot potential issues early. Compare current performance to a baseline, like data from a previous version or an existing service. This will track improvements. Regular monitoring shows if changes to the service are having the desired impact.