Measurable Outcomes

For in-house service designers, the holy grail is often the ability to point to a clear, measurable business outcome that resulted directly from their work. It's the difference between "we did a workshop" and "we reduced churn by 5%."

This chapter investigates how often service design projects are tied to tangible success metrics. Are we working on projects with clear ROI, or are we still struggling to define what success looks like?

Projects with Measurable Outcomes

Filter the Data

Does Maturity Drive Measurement?

We hypothesized that organizations with higher design maturity would be better at tracking the impact of service design. This scatter plot explores the relationship between Design Maturity and the Percentage of Projects with Measurable Outcomes.

The ROI of Tracking Outcomes

Does measuring success pay off? We analyzed the correlation between the percentage of projects with measurable outcomes and reported compensation.

To control for confounding variables (e.g., senior roles naturally paying more and requiring more tracking), you can filter the data by seniority and company size.