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ROI of UX : How user experience impacts business success

  • Published on August 7, 2018
ROI of UX : How user experience impacts business success

The importance of UX (user experience) extends beyond application and website development, and impacts the success entire organizations. The return on investment (ROI) of UX includes improved customer retention, more customer recommendations, additional repeat customers, and enhanced credibility. More than half of visitors to a website indicate that a poor experience on mobile devices makes them less likely to engage with a company in the future, and 75% determine the credibility of an organization based upon the website. Other studies have shown nearly 90% of visitors to a website are less likely to return if they have encountered a bad experience. These statistics underscore the importance of UX for any business that has a website or app, regardless of their organization size or the type of services or products they provide.

The ROI of UX Investments

Investing in user experience provides a considerable return on investment. Every dollar spent on UX has an ROI that doubles that investment, and can provide up to a 500% return. Companies that invest in user experience research find their customers are significantly more likely to remain with that same brand (15.8%) and by a similar percent, more likely to recommend the product or service (16.6%).

A better user experience even increases the willingness to pay a premium (14.4%), showing one way that UX improves profitability. Taken together, investments in UX provide a ROI with the ability to charge a premium, retain customers, and have existing clients become advocates. Taken together, these show that there is an ROI to UX, and a return on investment for UX Training as well.

Importance of UX Design

There is growing evidence that the UX Design ROI is as significant as the return generated on the entire UX process. This extends from the development process through to customer experience. In many organizations, more than 50% of web developer’s time is used revising and reworking projects due to incomplete or unclear directions. The user experience design process provides developers with documentation, assets, and directions that enables projects to be completed with fewer revisions. Outside the development process, more than 90% of users to a website base their first impressions of the organization on the site design. An effective and clean UX provides immediate credibility that extends to long-term relationships.

With public UX courses, as well as private UX training and online UX classes there are many ways to improve individuals and organizational UX skills. Individuals can also conduct a deep-dive into a bootcamp-style UX certificate program to gain a well-rounded set of UX experience, or take individual workshops in Boston, as well as New York City and also in Philadelphia.

About the author

 is a user experience designer, Photoshop expert, educator and author based in Boston. She is the author of more than 20 books on design tools and processes, including Adobe Creative Cloud for Dummies, Adobe Creative Cloud Digital Classroom, and Photoshop Digital Classroom. She has been awarded a Microsoft MVP three times for her work with user experience design in creating apps for touch, desktop, and mobile devices. Jennifer holds the CPUX-F credential from the UXQB.

Jennifer delivers UX training and UX consulting for large Fortune 100 companies, small start-ups, and independent software vendors. She has been hired by Adobe and Microsoft to deliver training workshops to their staff, and has traveled to Asia, Europe, India, the Middle East, and across the U.S. to deliver courses and assist on UX design projects. She has extensive knowledge of modern UX Design, and worked closely with the Microsoft Windows team to create educational material and deliver UX workshops to key partners globally on behalf of Microsoft. Jennifer works with a wide range of prototyping tools including XD, Sketch, Balsamiq, Fireworks, Photoshop, Illustrator, and Blend for Visual Studio. She also works extensively in the fields of presentation design and visual design.