Developed and implemented of a data-driven framework to measure UX community health across Indeed, enabling strategic decision-making and demonstrating measurable impact of community initiatives.

Completed at Indeed, 2022–2024 | Lead Program Manager

Background and Context

Problem Statements

• How might we use community health data to make more informed decisions about resources and investments?

• How might we gather meaningful data that drives actionable insights for community improvement?

• How might we demonstrate the impact of UX Operations initiatives on UX community health?

• How might we systematically measure and understand UX community health across different groups and disciplines?

• How might we ensure our metrics capture both quantitative and qualitative aspects of community health?

• How might we adjust our approach to data collection as priorities change?

• How might we socialize the findings with the community and help managers understand the data from their teams?

Measuring UX Community Health at Indeed:
A Data-Driven Approach

Background

At Indeed, we moved beyond anecdotal understanding to create a data-driven view of our global UX community's health. Working with UX Leadership, community members, and data experts, I developed a framework to assess community vitality and guide strategic decisions. Our primary objectives focused on creating data-informed understanding, enabling smarter resource allocation, and measuring the impact of UX Operations initiatives across disciplines.

Establish the Framework

Through careful analysis of existing metrics and organizational goals, we developed a comprehensive measurement system centered on four core pillars: retention, engagement, growth, and churn. This involved auditing available data, identifying gaps, and creating a leadership-approved framework that would scale across our global organization.

Data Collection & Analysis

We evolved our biannual community survey into a robust measurement tool using Qualtrics, enabling deeper analysis across disciplines, locations, and business groups. Our analysis pipeline included:

• Segmented analysis by discipline and location

• Quarterly reporting with branded visualizations

• Longitudinal tracking across multiple dimensions

Reporting

Used the trends coming out of analysis and the additional health metrics, I put together a report each quarter that focuses on trends within each of the main areas of the framework. Using the data, each report outlines trends and recommendations based on how the data was evolving over time, complemented with several branded data visualizations I custom designed. Additionally, I designed a “report card” for each quarter to highlight key changes or metrics. View a sample report here.

Improving Engagement

When facing declining response rates for each survey, I brainstormed ways to improve engagement and outlined a full communications plan. This plan detailed the cadence of messages, target audience, channel, and

A combination of targeted communications and friendly team competition led to a 19-point increase in response rates. This significant improvement enabled more comprehensive and reliable data about our community's health, strengthening our ability to make confident, data-driven decisions.

Impact

The framework has transformed how Indeed's UX organization understands and responds to community needs. Leadership now has clear visibility into sentiment trends, enabling data-informed decisions about resource allocation and team support. Most importantly, the metrics and resulting recommendations actively guide the work of our Internal Community Support, management teams, and Operations groups, ensuring our investments directly address validated needs and opportunities for growth.