SUS Survey
- Research
- Analysis
- Results
In brief
Orchestrated a large-scale System Usability Scale (SUS) survey via SurveyMonkey targeting 10,000+ users to evaluate overall application performance, establish a definitive usability baseline, and capture critical user expectations.
- System Usability Scale
- Quantitative research
- Open-text analysis
- Executive presentation
- ResearchOps
Problem and research
The team needed to measure perceived application usability while identifying specific feature gaps (working, broken, or missing) to advocate for future product roadmap funding.
Design approach
Deployed a multi-purpose SUS survey via SurveyMonkey to 10,000+ users. Used the quantitative score to establish a usability baseline and qualitative open text to pinpoint exact user friction points.
A usability baseline
The quantitative SUS score gave the team one number to track over time.
Exact friction points
Open-text answers pinpointed what was working, broken, or missing.
A research pool
Respondents became a compliant, in-house panel for future studies.
Outcomes
Actionable roadmap
Presenting the results to cross-functional stakeholders helped unlock funding for planned UX improvements.
Operational efficiency
A sustainable, compliant user research pool built from respondents drastically reduced the time and cost of recruiting users for future usability walkthroughs and persona research.
Key outcomes
- Accelerated product roadmap fixes using direct user usability feedback.
- Eliminated external recruitment costs by building an in-house user research panel.
- Aligned stakeholders and resolved feature debates using objective usability baselines.