Business: Value of User Experience

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

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

This edition of Ask UXmatters discusses how to communicate and sell the UX message across all levels of an organization. Our experts share what strategies and tactics for evangelizing UX have worked for them.

Ask UXmatters is here to answer your questions about user experience matters. If you want to read our experts’ responses to your questions in an upcoming edition of Ask UXmatters, please send your questions to: [email protected].

Q: Executive buy-in is important, but communicating and selling the UX message across the organization, at all levels, is just as important. I would be most interested in learning more about the corporate cultures that embrace UX or customer-centered thinking and understanding more about why they have and what makes them ripe. What worked in the organizations you’ve worked for? What caused frustrations? It seems when everyone is trying to improve the user experience, it can help empower a usability / UX / design team to work on more strategic initiatives instead of facing roadblocks along the way.—from a UXmatters reader.

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