Benchmarking UX Research : Measuring UX Success

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Benchmarking UX Research: Measuring UX Success in Digital Redesigns with T. Rowe Price

UX360 Virtual: What motivates you to join the UX360 Virtual 2026 and what is the core message of your talk?

**Jessica Hensley, AVP, Sr. UX Designer, Retirement Plan Services, T. Rowe Price**

Jessica & Jazmin: We’ve attended UX360 several times and felt motivated by thoughtful sessions and presenters we’ve experienced over the years.

We wanted to share how we developed a unique methodology for benchmarking digital experiences with the hope that we might inspire other researchers to create similar systems.

UX360 Virtual: How has this impacted your own work and your organisation?

Jessica & Jazmin: It has helped establish baseline measurements to compare our redesigned experiences against.

Additionally, it’s helped clear the murkiness we encounter when defining success. This system created a standardized and reliable measurement for product re-designs that we can use across our product suite, making it easier to compare the success of similar transactions and experiences.

UX360 Virtual: How has User Research and Design as a practice evolved in the last couple of years, and how would you like to see it evolve in the next few?

**Jazmin Harling-Gray, AVP, Sr. UX Research Specialist, Retirement Plan Services, T. Rowe Price**

Jessica & Jazmin: The evolution of research tools has given us access to broader audiences with whom we can test our products and get immediate, iterative feedback throughout the design process.

UX360 Virtual: Given this evolution, what are two expected and two less obvious skills market researchers should possess, and why?

Jessica & Jazmin:

Expected: Analytical and strategic thinking

Less obvious: Curiosity and creativity

UX360 Virtual: Apart from work, what can delegates at the event talk to you about? Do you have any particular personal interests, hobbies or extracurricular activities and engagements?

Jessica: Outside of design, I teach yoga and spend as much time outdoors as possible, hiking, running, and playing in nature. I also love to travel.

Jazmin: I write fantasy and contemporary novels, poetry, and anything else that piques my interest. I also enjoying reading, running, traveling, and avant-garde fashion.

UX360 Virtual: Last but not least, we are publishing “reading/listening guides” on our blog, can you share your favourite recommendations for inspiration, learning and leadership:

In your ears – Podcast:

Jessica: IDEO’s Creative Confidence Podcast; Tetragrammaton with Rick Rubin

Jazmin: Dark History by Bailey Sarian

Must read – Book/Blog:

Jessica: Brene Brown’s latest book, Strong Ground: The Lessons of Daring Leadership, the Tenacity of Paradox, and the Wisdom of the Human Spirit

Jazmin: Red Rising Saga by Pierce Brown, The Library of the Dead by T.L. Huchu, The Carrying by Ada Limon

UX360 Virtual: Thank you so much, Jessica and Jazmin! We look forward to hearing more from you at the event.

UX is changing fast. What worked yesterday won’t carry you forward.

At UX360 Virtual Summit (Feb 4–5, 2026), senior UX research and design leaders share how they’re evolving their practice to stay relevant—and deliver measurable impact.

Expect cutting-edge strategies, real-world case studies, and insights that deliver ROI. Hear from teams at Meta, Microsoft, Walmart, Oracle, Decathlon, Newell Brands, and more.

You’ll learn how to: