Look at the companies that have risen to the top in the last to years: Uber, AirBnB, and Apple. Each one of these design-focused companies know the value of good design. Even so, only 10% of companies are investing in improving the digital experience of their customers.
We have distinguished the stats by area of business to truly help you see the impact UX design can have all around.
Customers: The essence
I feel like it is needless to say, but customers are the lifesource of your business, and here are the four important things to keep in mind for your business: acquisition, satisfaction, retention, and loyalty. All four of these can be improved dramatically with good UX, let us prove to you.
- 73% of customers point to experience as an important factor in their purchasing decisions, behind price and product quality (SalesForce)
- 94% of people don’t trust outdated websites (MyTechnology)
- 86% of visitors want to see more information about a company’s products and services on its website (KoMarketing)
- 88% of online shoppers say they wouldn’t return to a website after having a bad user experience. (Amazon)
- 32% of the customers would leave a brand they loved after just one bad experience. (PWC)
- Customers who have a negative brand experience on mobile are 62% less likely to purchase from this brand in the future.
- 57% of customers have stopped buying from a company because a competitor provided a better experience. (SalesForce)
- A positive customer experience improves reluctance to switch to another brand by 15.8%. (Forrester)
- Between 15% and 30% of people abandon websites due to bad user experience. (UX Collective)
- 85% of adults think a business’s mobile website should be as good as or better than its desktop equivalent. (Visually)
- 96% of consumers have come across sites that weren’t optimized for mobile at all. (Think with Google)
- 52% of users said they’re less likely to engage with a company that doesn’t use responsive mobile design (Think with Google)
- 89% of companies expect to compete mostly on the basis of customer experience. (Gartner)
- A positive customer experience increases likelihood to recommend by 16.6%. (Forrester)
Your Company: How you are seen
Here we are talking all about you; impression, brand perception, and brand awareness. The world wants to know your value, and your customers are increasingly likely to stand behind you once you let your (brand) face be seen.
- It takes 50 milliseconds to form a “first impression” about a website. (Google)
- 48% of people cited a website’s design as the number one factor in deciding the credibility of a business. (IronPaper)
- First impressions are 94% design-related. (ResearchGate)
- Judgments on website credibility are 75% based on a website’s overall aesthetics. (BCS)
- 70% of users prefer when a company uses humour they can relate to. (adobe)
- 67% of people want companies to be more authentic. (adobe)
The Project: Will it stick?
Every project, across all disciplines, can improve with a bit of good design. Design is no longer just limited to product, it is all about the process. Here are some reasons that you should definitely incorporate UX design into your next project:
- 70% of projects fail due to lack of user acceptance. (Forrester)
- Websites experience 80% success when designing the navigation schemes according to the user’s mental model and only 9% when it was based on the company’s internal thinking. (NNG)
- 85% of e-commerce companies have limited or no understanding of why visitors leave their sites without converting. (eConsultancy)
- 48% of design-mature companies believe that design speeds up the product cycle. (NEA)
- 85% of issues related to UX can be detected by performing a usability test on a group of five users. (Measure U)
- 95% of users think that good UX pays off. (eConsultancy)
Your Business: Conversion, Sales & ROI
Although many companies put UX design in the background there are significant examples out there that should show as a model for how much Investing in your product’s UI/UX has a potentially very large ROI. Check them out below:
- Resolving problems in the development phase costs 10 times as much as fixing them in design. This cost blows out to 100 times as much if you’re trying to fix the problem in a product that’s already been released. (UXPlanet)
- Every $1 invested in UX results in a return of $100. (Forrester)
- Spending just 10% of a development budget on usability can improve conversion rates by 83%. (Nielsen Norman Group)
- The average large-sized e-commerce site can gain a 35% increase in conversion rate though better checkout design. (Baymard)
- Conversion rates for e-commerce could be improved by 35% through better UX design of digital checkout process. (The UX School)
- 67% of customers say they’ll pay more for a great experience. (SalesForce)
- 81% of design-mature companies believe that design leads to higher sales. (NEA)
- Design-led companies have maintained a significant stock market advantage, outperforming the S&P by an extraordinary 211%. (Design Management Institute)
- 74% of businesses say user experience is vital for boosting sales. (eConsultancy)
- A well-designed user interface could raise your website’s conversion rate by up to 200%, and a better UX design could yield conversion rates up to 400%. (Forrester)
- A positive customer experience improves willingness to buy another product by 14%. (Forrester)
Other: Consider Mobile
One of the biggest UX mistakes we’ve seen from companies is that they don’t keep up with the times by optimizing their websites for mobile users. Many users still shop via desktop, but they tend to use their phones for browsing purposes more often. Both devices play an important role in the process, and here is why:
- Around the world, consumers regularly use an average of 2.23 devices simultaneously. (Adobe)
- Video content is 53 times more likely than text to reach the first page of Google. (Animaker)
- On average, users open their phone every 5.6 minutes during the day. (Adobe)
- Four out of five mobile users access online shops on their smartphones. (Comscore)
Did you know that according to Uxeria, 70% of online businesses that fail do so because of bad usability? In order to combat this we are here to shed light on the importance and necessity to check usability, check your UX, and develop a way to consistently keep up to speed with your users and their concerns. This is good news because it is never too late to start investing into your UX design and improve usability.