Downloaded 39 times
Uploaded byinUse
The roi of good user experience SDC 2013
The document discusses the return on investment (ROI) of User Experience (UX) design, emphasizing its role in improving efficiency, commercial success, and project maintenance. It presents evidence of reduced user errors, increased customer satisfaction, and cost savings through better design processes. Key points include the necessity of UX in business strategy, stakeholder involvement, and focusing on crucial design elements to meet user needs.
More Related Content
Similar to The roi of good user experience SDC 2013
The roi of good user experience SDC 2013
- 1.
- 2. Hi! My nameis Ingrid • BSC Systems Engineering • Usability evangelist 1995 • inUse agency 2002 • 2005: BIM evangelist (Business Impact Mapping Ingrid Domingues and Management) [email protected]
- 3.
- 4. 42 (14) % 2011Chaos report from Standish group
- 5.
- 6. Why? 1. Weak definitionof requirements 2. Poor communication 3. Stakeholders lack commitment
- 7. Why UX isthe solution UX is a proccess where 1. Requirements evolve from high level to detail 2. Visual, interactive design suggetstions are communicated 3. Evaluations, walk-trought and other teqniquies enhances stakeholders understanding
- 8. Sucessful UX activities • Stakeholder interviews • Observe users • First design the most important flows • Test in use, early and continously • Follow patterns for detailing design
- 9. 3 areas forROI of UX 1. Efficiency (task oriented) solutions 2. Commercial solutions 3. Project and Maintenance
- 10. ROI types –task oriented • Increased efficiency • Shorter time to learn • Decreased user errors • Decreased costs for user support
- 11. ROI : Decreaseduser errors
- 12. ROI : Decreasedcost for user support ”Hidden support costs for coworkers helping others is estimated to between 6000 to 15000 dollar each year for every computer” Bulkeley 1992
- 13. ROI types –commercial • Increased customer satisfaction and strengthened brand • Increased sales • Existing customers buy more when visiting the site • More and returning customers • Decreased customer support costs
- 14. ROI : increasedsales “One study estimated that improving the customer experience increases the number of buyers by 40% and increase order size by 10%.” Creative Good, 2000
- 15. ROI : customersupport costs Clean, Cutting-Edge UI Design Cuts McAfee's Support Calls by 90% Software CEO, 2004
- 16. ROI from UX– project & maintenance • Savings gained from making changes earlier in the design process • Clear and focused requirements, less time spent on guessing • Reduced costs for support • Less time spent on discussing bad design alternatives • Reduced costs for maintenance
- 17. ROI: Less timespent on discussing bad design alternatives 4700 190 Apply established patterns for interaction eg ”the moment of seduction”
- 18. ROI : reducedtime (cost) for maintenance Solutions that follows a clear pattern for UI is saving money. The User Interface of software is: – 47‐66% of a project’s total code – 80% of the unforeseen fixes required (the other 20% are bugs)
- 19. “The average businessmetrics improvement after a usability redesign is now 83%. This is substantially less than 6 years ago (135%), but ROI remains high because usability is still cheap relative to gains.” Jacob Nielsen, 2008
- 20.
- 21. 1 Based ona fatal misconception Managers think that design is extra work, therefore they need to find out if it`s worth it. “…whether design is necessary or affordable are quite beside the point: design is inevitable. The alternative to good design is bad design, not no design at all” Douglas Martin Book Design
- 22. 2 Not applicablein the formal sense ROI is a quantitative financial approach and focus on values that are forseen an easily measured. UX is about finding new ways of helping people do what they want in smarter ways, and changing peoples behavioirs. The UXdesign process is itself a way of changing business.
- 23. 3 Managers seldomcheck the result 70% do not have a structured follow up on ther IT investments Öhrlings PWC 2007
- 24. This is whatreally matters 1. Knowing what to do 2. Producing good design 3. Managing sucess
- 25. BUX 1. Knowing whatto do 2. Producing good design 3. Managing sucess
- 26. BUX 1. Knowing whatto do 2. Producing good design 3. Managing sucess
- 27.
- 28.
- 29. Satisfaction I find more than expected • • Related content Persona pages I get what I want • Suggestions based on previous use of the service ”The focused” TARGET FOR I find what I want • FIRST RELEASE Good search functionality = • - Suggestive search - Easy text input (Box) Effective browse - Latest content displayed on top Hard to find/Can’t find Not available • The content is not in the service Time Use Grow
- 30. We’re drowning!! inUse helped a customer prioritize CR:s, based on a Business Impact Map. Savings: 1/3 of all incoming CR could be neglected 1,5 year of development time
- 31. BUX 1. Knowing whatto do 2. Producing good design 3. Managing sucess
- 32. User needs meansbusiness
- 33. Business needs givesthe framework Average tip +12% “The $144,146,165 Button” = 694 520 000 SEK May 13, 2012
- 34. Good design isemotional
- 35. BUX 1. Knowing whatto do 2. Producing good design 3. Managing sucess
- 36. Business Impact Management 1.Know what to do 2. Start with the most important flows 3. Know what to test = the things that users evaluate = the product capaibilities that serves their needs. 4. Feed back to managers by progress measured in fulfillment of user needs, not only time and costs.
- 37. A/B & multi-variatetests
- 38. B Knowing what to do Producing good design U Managing sucess X