Google’s Goals, Signals, Metrics (GSM) framework establishes high-level goals, identifies signals that indicate success and failure, and how you might quantify and measure success. This structured approach fosters clarity, alignment, and data-driven decision-making in product development. The framework comprises three key components:
When performing surveys and interviews to gather metrics, consider how the data will be translated to a graph and whether it will be weighted (where some user groups’ feedback carry more weight than others).
“Tell us about your experience in the new search centre, compared to how you searched for documents before.”
This is a great question and may garner excellent feedback, but cannot be quantified. Alongside these types of questions, also consider detailed questions that can be answered on a 4-point sliding scale, with answers that are specific to the question (vs. a generic bad to good scale), and their key indicators, e.g.:
“Compared to searching the file server, how easy was it to find documents in the new search centre?”
- impossible (a warning indicator that users might revert back to old systems or use workarounds)
- slightly better
- excellent (the indicator of success)
This forces the customer to exercise an opinion other than indifference, steering the future of the application and helping your team avoid the pitfalls of customers finding workarounds.