UX strategy & maturity metrics at enterprise scale: a measurement-first approach
At CMS, I embedded OKRs, UX maturity rubrics (across Scope, Strategy, Research, Design, Staffing, Measurement), customer feedback loops, and analytics (Matomo, Qualtrics) into product and service workstreams.
Challenge
Business Need:
To drive systemic improvement and secure sustained investment in Human-Centered Design, there was a pressing need for a shared measurement framework. This included:
Tracking adoption of UX best practices (e.g., design systems, research standards)
Quantifying user engagement and satisfaction across platforms
Aligning teams to meaningful, user-centered OKRs
Benchmarking maturity across lines of business to prioritize support and resources
User Pain Points:
Users, both internal and external, faced the consequences of fragmented UX efforts:
Inconsistent interfaces and experiences across related services
Redundant or poorly timed research efforts with little visibility across teams
Long feedback loops with no clear path for user voices to influence roadmap decisions
A lack of trust in digital tools due to usability issues that went untracked and unaddressed
Approach
To embed a measurable UX strategy across a complex portfolio of 50+ CMS products, I led a measurement-first approach that aligned product teams around shared maturity goals, customer insights, and digital transformation objectives.
Maturity benchmarking
Launched CMS’s first enterprise-wide HCD maturity assessment, establishing a baseline across 6+ programs and enabling annual tracking of UX capability growth.
Activated always-on customer feedback
Embedded real-time Voice of the Customer feedback loops (e.g., CES site intercept surveys) across public-facing digital services, creating an “always-on” feedback channel to guide improvements.
Aligned OKRs with experience metrics
Operationalized UX measurement through OKRs, behavior analytics, and help desk data, aligning cross-functional teams on quarterly goals tied to user satisfaction, engagement, and product/service quality.
Outcomes
I launched CMS’s first enterprise HCD maturity assessment to benchmark and track UX growth across programs, embedded real-time Voice of the Customer feedback into digital services for continuous insight, and operationalized UX measurement through OKRs and analytics to align teams on improving satisfaction, engagement, and quality.
40%
increase in program participation in maturity assessments over two years, reflecting stronger HCD alignment and engagement.
3x
increase in user feedback volume via helpdesk survey feedback and always-on CES surveys and intercept tools—enabling faster, insight-informed decisions.
↓ tickets
across several programs, linked to data-informed design and improved satisfaction.
Selected Works
(240) 455-4586 ● design@faymail.com
Copyright © 2025 Rob Fay