Business: Value of User Experience

To stay relevant and avoid disruption through advances in technology or globalization, more and more organizations have embraced user-centered design and UX research methods. Thus, after years of fighting for a seat at the decision-making table, it is becoming more common for UX professionals to find one there. Still, executives often ask UX teams to quantify the value and return on investment (ROI) of their UX efforts. While calculating the ROI of User Experience can be challenging for consumer products and services, it can be truly daunting in enterprise organizations.

This series of articles will describe our journey of discovery in learning how to measure the ROI of User Experience at a large, Fortune-500 company that develops human capital management software and services.

The company had made the decision to invest in several innovation centers throughout the US. Observing the adoption of User Experience in other large enterprises such as IBM, General Electric, Capital One, Honeywell, Philips, and JPL, they came to believe that user-centered design was an essential component of the innovation equation. Therefore, they established our UX team just over three years ago. Read More

The field of UX design is vast and expansive. It impacts every organization in the world. No business remains untouched by modern design sensibilities. As Adam Judge has said, “The alternative to good design is bad design. There is no such thing as no design.”

But what is the worth of good design to an organization? Do UX designers add value to businesses in tangible and intangible ways? Yes! Studies suggest that the ROI of UX design could be as high as 9,900%! Furthermore, according to McKinsey, companies that score in the top quartile of the McKinsey Design Index outperform industry benchmark growth by 2:1. Read More

A poor user experience can lead to anger and frustration, causing potential customers to abandon a site or app. In contrast, a well-thought-out UX design can increase a Web site’s conversion rate by up to 200%. Thus, flawless UX design is key to retaining customers and driving revenue growth.

In this article, I’ll consider the business impacts of effective UX design, look at some typical UX design mistakes, share design best practices that can help businesses retain their customers and boost their revenues, identify potential financial impacts of poor UX design, and describe some ways of identifying UX design issues. Read More