Why should your company care about UX?

Posted on 9 June, 2018

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Because it makes you money.

No seriously, I know hiring people costs money, and potentially increasing development time costs money. But nothing is more expensive than bad design. And I’m not just talking about something that doesn’t look great, I’m talking about things which don’t work.

Most people make the mistake of thinking design is what it looks like. People think it’s this veneer – that the designers are handed this box and told, “Make it look good!” That’s not what we think design is. It’s not just what it looks like and feels like. Design is how it works. Steve Jobs

For any business, a customers experience is the deciding factor on whether they keep giving you money. Think of the last time you bought a car. From the moment you walked into the showroom, the company is trying its hardest to wow you. Gleaming cars, well-dressed salespeople, a cup of tea while you wait, everything is designed around making you feel comfortable and cared for (and therefore, more likely to buy from them).

And what if your business relies on your website? Well, users decide within a matter of seconds if they’re going to stick around on your website or move onto someone else. In fact, almost 70% of users will leave a site, if they don’t get a good user experience.

Design is the silent ambassador of your brand. Paul Rand

Investing in a good UX gives your company an instant boost in:

  • how much your users can trust you
  • how recognisable your brand is
  • increasing user retention

Not too bad eh?

More and more users expect great UX from companies. Gone are the days when large companies can simply phone it in and expect customers to continue using them through loyalty. Not only are there alternatives, but customers are less likely to express brand loyalty nowadays. Even banks are losing customers to new companies like Revolut and Monzo because they are offering a better UX.

In a study by Forrester Research, it was found that a good UX could increase conversion rates by 400%. Four Hundred Percent.

There is no doubt that improving your companies UX is important, whether that be a digital UX through your website, or improving the general experiences your customers have with you on a day to day basis.

Good UX means good business.

Patrick Perkins