Performance Measurement Tools

The four core DIEC tool sets are supported by two forms of performance measurement:

U2DE2– Efficiency and Effectiveness, Desirability, Usefulness and Usability:

The output of a service design project will result in beneficial outputs for a number of direct users and indirect end-users. The sponsors of the project measure success in terms of efficiency and effectiveness (often correlated to return on investment - ROI) and significant improvements in terms of the usefulness, usability and desirability of a product or service in the eyes both of the end-user and of the deliverer.

The DIEC project processes capture these data concerning improvements in productivity, profitability and enhanced user experience and report them back to the initiator of the project and to the contributing team. The outputs for students of the DIEC will be their acquired service design skills, team working and project competence, resulting in greater personal contribution at work and better career prospects. Their skills will in turn benefit the markets in which they work and the consumers or end users in those markets.

Degree of Difference

“Degree of difference” will be used to track each individual’s progress, that of teams working on defined tasks, and of projects themselves.

“Degree of difference” will measure both personal added value and the track between each student’s knowledge and skill start point to the required end point. This measurement will be on a continuous basis throughout the student’s involvement with DIEC. It will apply to formal coursework and to project contributions.

The initial commitment by students to improving their own “U2DE2” in personal competencies will provide the starting point of reference both for their learning flight path and their assessments. These will be continuous not only while the students are still with the DIEC but also for some time longer in any continuing relationship with projects that reach the end of their lifecycle outside the project timeframe.