Forget about quantifying UX. Love is the answer

In some of the more user-focused companies I have worked with, UX has had input into things outside its immediate realm such as advertising campaigns or product packaging. I’ve already discussed how UX can lend all-important practicality to such things. More often than not however the product manager or the marketing team have the final say and can overrule UX input. I have seen this happen even after escalation to senior management. Admittedly strong leadership is important. Products need to meet launch deadlines and budgets but nonetheless, many products have gone to market with known issues that detrimentally affect the customer experience. There are many ways for you as a UXer to counteract this. Traditionally I would have advised you to foster good relations with the decision holders, be assertive in a constructive fashion, be clear about the impact of an issue and try to quantify it in language that they will understand e.g. more customer support calls. Unfortunately this is not always easy to do. But I need to ask a critical question at this point. Is it not unreasonable nowadays to expect that they should just ‘get it’, especially given the patency of why devices like the iPad are so successful? The intangible, the x-factor, that je-ne-sais-quoi is often what people value or cherish most. How would you quantify the love between two people in percentages and flow charts? If you love your products and your customers then UX is the answer.