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.
ROI for 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.
"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.