The real value of UX & measurement

One of the key reasons why UX holds such immense value is its direct impact on customer satisfaction. When users have positive experiences while using a website, mobile app, or any other digital platform, they’re more likely to engage, spend more time, and return for future interactions. A well-designed and intuitive user interface, streamlined navigation, and thoughtful information architecture contribute to a seamless user experience, enhancing user satisfaction and building brand loyalty. Satisfied customers often become advocates, spreading positive word-of-mouth and driving new users to the platform, fuelling growth and success.

61% of users move to another site if they can’t find what they’re looking for immediately. That’s a large number of potential leads lost due to a poor user experience. So, whether the goal is to drive sales, encourage sign-ups, or generate leads, the inability to meet user expectations promptly can result in missed opportunities and a decline in revenue.

This means that a strong focus on UX significantly influences conversion rates. When users find it easy to accomplish their goals and find value in a product or service, they’re more likely to take desired actions, such as purchasing, registering for further content, subscribing to a service, or completing a form. By optimising the user journey, reducing friction points, and implementing persuasive design elements, businesses can increase conversion rates and maximise their return on investment.

UX Value: Applying UX Up Front Saves Money Down the Line

UX also plays an important role in reducing user frustration and minimising support costs. When users encounter confusing interfaces, unclear instructions, or encounter obstacles that hinder their progress, they’re more likely to abandon their tasks or seek assistance. This not only leads to a loss of potential customers but also increases the burden on customer support teams and developers' time spent doing rework due to a weak UX.

But, by investing in UX research and design, businesses can identify pain points, optimise workflows, and proactively address user needs, resulting in reduced user frustration and the need for support interventions.

Business-driven UX is an approach that combines the needs of users with the strategic goals of a business or organisation. It emphasises the importance of aligning user experience (UX) design with the overall business strategy to create successful and impactful digital products or services.

At its core, business-driven UX recognises that the user experience is not solely about creating aesthetically pleasing interfaces or intuitive interactions. It goes beyond surface-level design to consider the broader context of the business and its objectives.

Conversely, UX research and measurement can then influence the strategy and improve it according to the unmet user needs.

User Experience Measurement

"If you can’t measure it, you can’t improve it” - Peter Drucker

You need to measure your user experience to show the impact that you’re making as well as to inform further initiatives to continuously improve the experience.

User experience (UX) measurement is about evaluating and quantifying the quality of a user's interaction with a product or service.

It helps organisations understand the effectiveness of their business strategy and make informed decisions about future improvements on many levels.