Design Process The metrics business stakeholders care about is regularly at odds with the metrics their customers care about. Nathan Kinch notices that outdated business models, or metrics, are driving counter-productive design decisions. He thinks that rather than augment human capability, a lot of product and service design locks people in to old assumptions. So, he’s been searching for metrics that speak to both business stakeholders and the people they serve. He's uncovered three that work better: Value: Was the outcome achieved? Meaning: How important is the outcome? Engagement: How fun was the process? Article: The New Business Metrics Your Customers Will Love