Value of UX Design in 60+ Statistics

August 17, 2020

While organizations invest more in digital solutions, the focus on user experience design should grow exponentially. Yet, UX has taken a back seat in the most critical business functions where it could make a lot of difference, like product development, customer service, and marketing.

However, in the past decade, due to advancements in technology and the growth and success of design-focused companies like Uber, AirBnB, and Apple, more companies are developing their appreciation for good UX design.

But according to a research by PWC, only 10% of companies are investing in improving the digital experience of their customers.

We've compiled all the statistics that you can use to prove the impact of investing in UX design to your organization's upper management.


Conversion, Sales, and ROI

  • Design-led companies have maintained significant stock market advantage, outperforming the S&P by an extraordinary 211%. (Design Management Institute)
  • Every $1 invested in UX results in a return of $100. (Forrester)
  • A positive customer excperience improves willingness to buy another product by 14.4%. (Forrester)
  • The average large-sized e-commerce site can gain a 35.26% increase in conversion rate though better checkout design. (Baymard)
  • 81% of design-mature companies believe that design leads to higher sales. (NEA)
  • 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)
  • Spending just 10% of a development budget on usability can improve conversion rates by 83%. (Nielsen Norman Group)
  • 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 a 200%, and a better UX design could yield conversion rates up to 400%. (Forrester)

Impression, Brand Perception, and Brand Awareness

  • First impressions are 94% design-related. (ResearchGate)
  • Judgments on website credibility are 75% based on a website’s overall aesthetics. (BCS)
  • 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)
  • 38% of people will stop engaging with a website if the content/layout is unattractive. (Adobe)
  • 67% of design-mature companies believe that design leads to higher brand awareness. (NEA)
  • 62% of customers say they share their bad experiences with other while 72% share their bad experiences. (SalesForce)

Project Success

  • 70% of projects fail due to lack of user acceptance.(Forrester)
  • 85% of Ecommerce companies have limited or no understanding why visitors leave their sites without converting. (eConsultancy)
  • 21% of US shoppers said they abandoned a cart because of long or complicated check out process. (Baymard)
  • 48% of design-mature companies believe that design speeds up the product cycle. (NEA)
  • Websites experience 80% success when designing the navigation scheme's according to the users mental model and only 9% when it was based on the company's internal thinking. (NNG)

Customer Attraction

  • 70% of customers say understanding how they use products and services is very important to winning their business. (SalesForce)
  • 59% of customers say tailored engagement based on past interactions is very important to winning their business. (SalesForce)
  • 70% of customers say connected processes — such as seamless handoffs or contextualized engagement based on earlier interactions — are very important to winning their business. (SalesForce)
  • 73% of customers point to experience as an important factor in their purchasing decisions, behind price and product quality. (PWC)

Customer Satisfaction, Retention, and Loyalty

  • 88% of online shoppers say they wouldn’t return to a website after having a bad user experience. (Amazon)
  • 80% of websites believe that they provide superior experience but only 8% of their users agree. (Harvard Business Review)
  • 32% of the customers would leave a brand they loved after just one bad experience. (PWC)
  • 86% of design-mature companies believe that design leads to higher customer engagement. (NEA)
  • Customers who have a negative brand experience on mobile are 62% less likely to purchase from this brand in the future. (Google)
  • 87% of organizations agree traditional experiences no longer satisfy customers. (Accenture)
  • 57% of customers have stopped buying from a company because a competitor provided a better experience. (SalesForce)
  • By 2020, 45% of consumers say they’ll switch brands if a company doesn’t actively anticipate their needs. (SalesForce)
  • A positive customer experience improves reluctance to switch to another brand by 15.8%. (Forrester)
  • Nearly 90 Percent Surveyed Stopped Using an App Due to Poor Performance or design. (AppDynamics)
  • 62% of design-mature companies believe that design lead higher customer retention. (NEA)
  • 59% of American customers will walk away after several bad experiences and 17% with just one bad experience despite loving a product. (PWC)
  • In Latin America, 49% say they’d walk away from a brand after one bad experience. (PWC)
  • After one negative experience, 51% of customers will never do business with that company again. (Vonage)
  • 91% of unsatisfied customers who don’t complain simply leave. (1st Financial Training Services)
  • Between 15% and 30% of people abandon websites due to bad user experience. (UX Collective)

Others

  • Users prefer the design with the highest usability metrics 70% of the time. (NNG)
  • 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)
  • 95% of users think that good UX pays off. (eConsultancy)
  • By 2020, customer experience is predicted to overtake price and product as the key brand differentiator. (Walker)
  • 67% of customers say their standards for good experiences are higher than ever. (SalesForce)
  • 51% of customers say most companies fall short of their expectations of great experience. (SalesForce)

Case Studies

  • Spool increased the number of customers buying by 45% after a tiny design change. (Punchkick)
  • ESPN.com revenues jumped 35% after they listened to their community and incorporated suggestions into their homepage redesign. (Mindtouch)
  • MacAfee redesigned its ProtectionPilot software in 2004 to improve its usability. Tech support calls were decreased by 90% after launch. With 20,000 downloads over a 10 week period, there were only 170 support calls. (Pragmatic Institute)
  • Virgin America's website redesign based on UX research tripled mobile conversion rates and reduced support calls by 20%. (Work & Co.)
  • Staples redesign of their ecommerce site resulted in an 80% increase in the number of visitors, a 45% reduction in drop-off rates, and a 67% increase in repeat customers. (HFI)
  • Wal-Mart web traffic increased more than 200% after their UX redesign. (Infragistics)
  • AirBnB’s founder, Joe Gebbia attributes their $30 billion growth to their investment in UX. (TED)
  • Hubspot saw a 300% improvement in their conversion rate after a UX project. (HubSpot)
  • United Airlines improved their online ticketing turn out by 200% after a user research. (DOI)
  • Anthropologie increased their sales by 24% after a UX redesign of the checkout process. (Infragistics)
  • Course Hero increased their time on site by 5%, and social sharing by a 400% after gamifying their website. (BunchBall)
  • Choosing a specific blue over some other hues amounted to an additional $80 million in annual revenue for Bing. (Cnet)
  • After a user-centered redesign of their registration process, Bank of America increased
  • online banking registration by 45%. (Infragistics)
Shirt BUt Comprehensive Guide on Meauring UX Design ROI



Written by
Jomel Alos
Jomel Alos

Digital Marketing Strategist

Jomel is a full stack digital marketer who advocates for creating high quality content to help both the audience and search engines. He has worked with clients from various niches and verticals.

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