Experience Level Agreements (XLAs): How to Measure UX and Align Stakeholders

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This month, Product Tank welcomes the insightful Eran Ben-Ari alongside Jeremy Epstein from Top Hat with their thoughts on how to measure UX and align stakeholders. Thank you to Loblaw Digital for hosting us! Hope to see you all there!

How to measure user experience and align multiple stakeholders to XLAs (Experience Level agreements)

One of the difficult things about user experience is that a lot of it cannot be easily measured. How do you align a team to drive measurable progress in highly complex projects (e.g. billing, infrastructure, a new app, core component of a SaaS platform), and ensure you are not losing sight of what users need and love?

This session is relevant to any PM working on a project that has multiple stakeholders, both internal and external, with differing opinions.
Eran and Jeremy will walk us through an artifact and a methodology called XLA - Experience Level Agreements guided by a real life example. They will also go over how this can be used to align various stakeholders within the team and the broader organization to ensure the project is streamlined with the customer at the heart of the ongoing, unfolding decision making process.

Eran Ben-Ari is Top Hat’s Chief Product Officer and oversees all product-related functions, including product management, development, design and analytics.
Ben-Ari joined Top Hat from Kik Interactive, where he was the Chief Product Officer, and led a cross-functional team of more than 50 professionals. Prior to that, he fulfilled product-focused leadership roles in both B2B and B2C companies, including Vice President of Product at Rounds Entertainment (acquired by Kik), Vice President of Growth at Hola (acquired by EMK Capital), and Vice President of Product at Kampyle (acquired by Medallia).
Ben-Ari holds a master’s degree in Anthropology & Sociology from the Hebrew University in Jerusalem, and is currently working to complete his Ph.D. in the field of Anthropology of Technology, at the Hebrew University Business School.

Jeremy Epstein directs User Research at Top Hat. In addition to overseeing the research team, he mentors members of product & services teams on building the right products through practical research. He holds a strong interest in helping organizations understand how to value and apply design and research to help fuel growth.
Jeremy joined Top Hat from his product design partnership, where he influenced product strategy and led product design efforts at Microsoft, Vontu (acquired by Symantec), Thomson Reuters, MarkMonitor and Sauce Labs and other startups. Prior to starting his consultancy, Jeremy held senior design and UX engineering roles at CastIron Systems(acquired by IBM), Demandtec (Acquired by IBM), and Trilogy Software.
Jeremy holds a BFA in Design from Carnegie-Mellon University.