For a lot of social products, the incentive structure is focused on revenue first and people second. At New_ Public, Abby’s team has the lofty goal of creating a conversation platform that encourages prosocial, healthy communication, which could then reduce social polarization. So how do they measure success with such squishy goals?

Join Abby to learn about the two rubrics she created to measure their platform’s conversation quality: one that looks at the conversation as a whole, and one that looks at interactions. She’ll share how she combined behavioral metrics with traditional satisfaction metrics like CSAT, usability metrics, and conversation quality measures. You’ll walk away understanding how to use this tool for your own team, no matter what your org’s definition of “success” may look like.

In this session, you’ll learn:

• What a rubric is, how it is used, and how it can benefit your measurement strategy.
• How to identify which dimensions are important for evaluating language use, whether human-human or human-bot, so you can go create your own rubrics.
• How to identify behavior metrics for measuring the performance of your designs.