Exploring Digital Experience Score
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Summary of Exploring Digital Experience Score
Digital Experience Score (DEX Score) offers a comprehensive analysis of your employees' digital experience by integrating three key data sources: monitored metrics from end-user devices, user sentiment, and service desk experience. This holistic approach helps organizations understand and improve how employees interact with digital tools and services.
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Key Features
- Data Integration: Combines quantitative device and application health metrics with qualitative user sentiment and service feedback.
- Normalized and Weighted Metrics: Converts various metrics to a common scale and calculates weighted averages to provide meaningful and comparable scores.
- User Roles:
- Digital Workplace Leader: Has full access to configure DEX Score settings, define metrics, map qualitative data, set system properties, and enable dashboard use.
- Dashboard User: Can view the Digital Experience Score dashboard to monitor digital experience insights.
- Dashboard: Provides a visual and interactive interface for analyzing both quantitative and qualitative data related to digital experience.
Key Outcomes
- Enables digital workplace leaders to identify and address digital experience issues by leveraging comprehensive data.
- Supports data-driven decision-making to improve application and device performance and user satisfaction.
- Facilitates monitoring of digital experience trends and supports organizational strategies to enhance employee productivity and engagement.
Next Steps for ServiceNow Customers
To maximize the value of Digital Experience Score, customers should explore configuring the solution according to their organizational needs, learn how to track digital experience using the dashboard, and refer to detailed product documentation on DEX Score metrics and settings.
Learn more about Digital Experience Score (DEX Score) and review the benefits it can provide for different users in your organization.
Digital Experience Score overview
- Monitored metrics from end-user devices
- User sentiment
- Service desk experience
Digital Experience Score users
| User | Description |
|---|---|
| Digital workplace leader | Digital workplace leader can analyze data on the Digital Experience Score dashboard. They can enable users to use the Digital Experience Score dashboard. They can also configure the metric definition, DEX Score system properties, qualitative mapping for the metric scores, and survey configuration. |
| Dashboard User | Dashboard user can view the Digital Experience Score dashboard. |
Digital Experience Score benefits
| Benefit | Feature | Users |
|---|---|---|
| Analyze both quantitative and qualitative data to get a comprehensive view of the employees' digital experience across your organization. | Digital Experience Score dashboard |
|
Key terms
- DEX-monitored applications and devices
- DEX-monitored apps and devices are the ones that are tracked and measured using Digital Experience (DEX) metrics. These metrics are then used to compute scores. These scores can be individual normalized metric scores, weighted averages of metric scores, or averages of all scores for each metric.
- Qualitative metrics
- The qualitative metrics are descriptive and subjective, such as the user sentiment metrics. They provide insights into the quality of the subject, such as service feedback and application and device experiences. These metrics are collected through surveys.
- Quantitative metrics
- The Quantitative metrics represent numerical data, such as application health metrics or device health metrics. They provide measurable data that can be analyzed to provide insights to make informed decisions. For application health, you might look at things like crashes and load time. For device health, you'd look at battery health and memory. These metrics are collected through data collection methods from monitored applications and devices.
- Normalized metric scores
- The normalized metric scores represent the adjusted scores of each metric. Metric scores are adjusted to a common scale of 100 so that they can be compared with each other.
- Weighted average
- The weighted average is calculated by using the different weights of each metric to determine an overall average score.