Why invest in UX?
To create great UX, it will require investment in resources, process & vision. Will it be worth it? There is good reason to think so: the tangible Returns on Investment (ROI) make creating great UX a smart business decision.
How does UX benefit your organization?
“Good user experience is clearly good for business. Studies show that companies that invest in UX see a lower cost of customer acquisition, lower support cost, increased customer retention and increased market share, according to a study done by Forrester. When compared to their peers, the top 10 companies leading in customer experience outperformed the S&P index with close to triple the returns. Forester Research shows that, on average, every dollar invested in UX brings 100 dollars in return. That’s an ROI of a whopping 9,900 percent.” - Good UX Is Good Business, Andrew Kucheriavy, Forbes 2015
- Don’t waste time on what might not be used. Streamline development by building only what is needed, without bloat.
- Save money by iterating early. Rapid validation of decisions with end-users in development allows for adjustments in development rather than in production, where the cost is far greater.
- Minimize support cost. Knowledge of your users in development helps make decisions that will minimize post-release support burden.
- Market effectively. Align marketing efforts to known user motivations for more effective campaigns.
- Discover new opportunities to provide known value to users/customers.
- Unify service offerings into a cohesive system, understanding where alignment needs to happen.
How does UX benefit your users?
"True user experience goes far beyond giving customers what they say they want, or providing checklist features." - The Definition of User Experience, Don Norman & Jacob Nielsen
- A useful product that addresses their actual needs.
- A less frustrating experience that supports their natural approach to accomplishing their goals.
- Increased efficiency & effectiveness by optimizing the product for their specific technical, cognitive & physical abilities. This includes both major populations and critical, but often overlooked populations, such as Accessible Tech users & other traditionally marginalized groups.
- Smoother transition for them between related services & communications, as relates to the holistic context of the product.