I look at the impact of UX (Design) work through a mix of quantitative and qualitative metrics, because numbers tell part of the story, but context gives them meaning.
 

On the quantitative side, I track things like NPS, CSAT, task completion rates, feature adoption, and behavioral analytics. These help measure efficiency, satisfaction, and whether end-users are actually using the product in the way we expect. For example, a rise in feature adoption after a redesign is a strong signal that we’ve reduced friction and delivered real value.
 

But equally important are the qualitative insights. Like, results from user interviews, friction logs, and support tickets often reveal the “why” behind the numbers. A metric like CSAT can tell you satisfaction is low, but customer quotes or logs highlight exactly where and why the frustration happens.
 

I also look at internal enablement. If support teams or solution engineers find it easier to resolve issues—or even prevent them altogether—that’s a clear sign the UX work is scaling beyond just end-users and improving the ecosystem around the product.
 

Finally, I connect these insights back to business impact and product longevity. Good UX (Design) reduces churn, lowers support costs, and extends the life of a digital product by making it more adaptable to user needs over time. This builds a strong case for continuous discovery and continuous improvement, rather than treating it as a one-off project.