UX process

UX design team mission

  • Leaf

    Create a sustainable and scalable UX design methodology for Pega and for our customers.

  • Line chart

    Drive business value via optimal experiences in Pega apps, out-of-the-box.

  • Design the world’s best application authoring tool.

  • Settings

    Maintain an extensive design system to improve efficiency, accuracy, and usability.

  • Wrench

    Drive the development of outstanding front-end code.

  • Accessibility

    Prioritize accessibility and localization with development.

  • Glasses

    Design, validate, iterate and refine in a cyclical fashion to ensure continued improvement.

Last updated: Nov 2017

OOOO Metrics for Enterprise UX

Silicon Valley VC Dave McClure's AARRR lean startup metrics framework measures consumer software products performance throughout critical milestones: Acquisition (getting new users), activation (signing new users up; account creation; downloading of the appl; commitment to buy a product), retention (repeated use of the product), referral (promotion; recommend to friends), revenue (generate money). Each milestone requires significant UX effort and investment. Indeed, think of your own experience with a product such as Uber. Great design provides a frictionless experience for creating new customers, and ultimately, revenue.

The market forces on enterprise software, however, are quite different. Indeed, businesses pay users to use enterprise software, thus McClure's metrics do not apply. This explains why most software for the enterprise is simply terrible: UX and design has traditionally not been seen as a critical factor, as it has been in consumer products. This is quite unfortunate, as application UX in the digital age is intrinsic to business success. The cost of training a new employee, for instance, may be substantial, to say nothing of lost productivity from badly designed software. Well-designed enterprise software can radically reduce cost and improve productivity.

To drive outstanding enterprise products, a new metric is needed.

The Pega Design Team uses "OOOO" metrics. These metrics are how we measure and judge our own design efforts. We measure by four distinct metrics:

  1. “Onboarding”, specifically, the time it takes to train someone to use an application. Gartner has suggested that the typical expense of onboarding a new employee in the enterprise is as high as 70% of their salary. Pega products are designed to reduce training time.
  2. “Operations”, specifically, the amount of accurate work a user can achieve. The goals may be slightly different for each solution: Sometimes we design for maximum number of pieces of work, and sometimes it’s accuracy that is more important than productivity. That is measurable as well.
  3. “Observation”. The ability to monitor the usage of an application, drive behavioral insights from actual users usage.
  4. “Optimization”. The ability to update and improve product based on gathered insights. That has driven most of the work in Pega Express, Agile Workbench, and other 'contextual authoring' pieces of the Pega Platform.


Last updated: Nov 2017

UX process

Pega follows a six-step Agile UX design process guided by the following three principles:


Every product and feature must start with design.


Validate the design before development.


Keep it agile — collaborate, adapt, and iterate.

Last updated: May 2017

The six-step process

1. Define business goals

Explore, determine and document the business goals of the product or feature, focusing on highest value outcomes, while keeping an open mind about how to achieve the goal.

2. Conduct research

Discover the requirements necessary to achieve the established goals, complete a competitive analysis, review feasibility, and define scope of the design work.

3. Explore concept design

Consider relevant existing paradigms as well as alternative design approaches. Seek feedback from UX design colleagues and other key stakeholders. Build a vision of the product or feature including sketches, wireframes and prototypes to validate in usability testing.

4. Document design plan

Create the necessary documentation and assets including validated and refined screens, POCs, videos of interaction design and any other relevant design files.

5. Build

Implement and monitor the design plan, modifying as needed to accommodate feasibility issues that arise during the course of development.

6. Release product or feature

Monitor post-release success, focusing on where to improve usability and value to the market for the next release.

Last updated: Jun 2017

Next: UI Kit