Performance & KPI Design

Behavior-Based Engagement Metrics Replacing Proxy KPIs

Client: Professional education and services organization

Situation

Teams relied on proxy KPIs (signups and certificates) that didn't reflect real engagement, limiting content optimization and decision quality.

Task

Replace proxy measures with behavior-based engagement metrics and deliver dashboards content teams can use to improve performance.

Action

Built engagement measurement using verified participation signals with platform tracking in 8-minute intervals requiring explicit user confirmation. Standardized consumption metrics using minutes/hours watched and consumption rate, analyzed against customer consumption percentages per week. Delivered customized dashboards per content team enabling targeted actions: promote strong content, redesign, resequence, or retire low performers.

Results

• Shifted teams from optimizing proxy outcomes to optimizing verified engagement behavior
• Improved content decision-making with actionable consumption data
• Enabled targeted content strategy decisions at the individual program level