# #178 - How to Measure What Matters with Lyndsi Lee of Turnitin

Page: https://stenobird.com/podcast/awkward-silences-627406/178-how-to-measure-what-matters-with-lyndsi-lee-of-turnitin
Text version: https://stenobird.com/podcast/awkward-silences-627406/178-how-to-measure-what-matters-with-lyndsi-lee-of-turnitin.md
Podcast: [Awkward Silences](https://stenobird.com/podcast/awkward-silences-627406)
Published: 2025-12-09T14:15:34+00:00
Episode link: https://podcast.userinterviews.com/episodes/178-how-to-measure-what-matters-with-lyndsi-lee-of-turnitin
Audio file: https://media.transistor.fm/ce3ecfb4/94174250.mp3
Processing state: not_requested
JSON: https://stenobird.com/v1/public/podcasts/awkward-silences-627406/episodes/178-how-to-measure-what-matters-with-lyndsi-lee-of-turnitin
Duration seconds: 2832

## Resource

Ben talks with Lyndsi Lee, UX Manager at Turnitin, about moving beyond traditional metrics like NPS and CSAT to measure user experiences more effectively. The conversation centers on outcome-based assessment, a framework that breaks user experiences into atomic outcomes. Rather than asking broad satisfaction questions, this approach focuses on specific user goals like "users can complete repetitive tasks without friction." Lyndsi explains how teams can identify these outcomes through existing research and customer feedback, then prioritize them using methods like card sorting with actual users. The framework helps product teams move away from vague directives and toward specific, measurable improvements that directly impact user success. This episode offers practical guidance for researchers and product teams struggling to demonstrate impact beyond traditional satisfaction scores. Amazon Prime article Highlights 13:49 Complicated Opinion on NPS and CSAT 18:51 Outcome Based Assessment Framework 27:36 Getting Strategic with Stakeholder Buy-in 32:00 Traffic Light System for Stakeholders 38:57 Revisiting Outcome Statements Timeline 41:40 AI's Role in Quantitative Research About Lyndsi Lyndsi is a Senior Manager of UX Research at Turnitin, where she leads efforts to make the student and educator experience more meaningful, measurable, and user-centered. She started her career in public education as a school counselor and School Psychological Examiner, working alongside educators to support students’ learning needs. Eventually, she found her way into UX research, where she combined her love of psychology, education, and technology. Lyndsi is passionate about helping teams stay focused on what truly matters to users, and firmly believes that good research is part art, part sc…

## Actions

- request_transcript: `POST https://stenobird.com/v1/public/podcasts/awkward-silences-627406/episodes/178-how-to-measure-what-matters-with-lyndsi-lee-of-turnitin/transcription-requests` — Idempotently request low-priority transcript generation for this episode.
- read_markdown: `GET https://stenobird.com/podcast/awkward-silences-627406/178-how-to-measure-what-matters-with-lyndsi-lee-of-turnitin.md` — Read the agent-friendly Markdown representation of this episode resource.

A page view does not enqueue transcription. Agents should invoke `request_transcript` explicitly when they need this episode processed.

## Transcript

Full transcripts are not published on public pages unless there is a clear rights basis.