Good UX design is a powerful tool for attracting and retaining customers, increasing revenue, and building brand loyalty. Neglecting UX can have detrimental consequences for businesses in terms of customer retention and trust.
Have you ever wondered why tech giants like Facebook, Apple, Google, and Amazon invest heavily in UX design and enhancement of their products? The answer is simple - well-designed UX is an incredibly powerful tool for driving business growth. Despite this, many companies overlook the significance of UX, contributing to their stunted growth. In this article, we delve into key UX statistics that demonstrate how valuable good UX is and ways to improve your product’s user experience.
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Why do UX statistics matter?
Exploring UX statistics helps to gain a better understanding of the impact of UX design and how it dramatically improves the profitability of businesses. Moreover, it makes you realize if a product’s UX hinders its success. So, analyzing UX statistics helps you understand your product’s usability in the following ways:
- To understand user interaction with their products
- To identify trends in user behavior such as which features are most popular.
- To improve the user experience
- To measure the success of the product
Powerful UX statistics
Are you curious about how user experience design impacts the success of a product? In this section, we'll delve into the world of UX statistics and look at real numbers. It will give you insights into how good UX design can enhance user satisfaction and loyalty, and increase customer retention and word-of-mouth marketing.
ROI of UX
“ Investment in UX is often the difference between businesses that grow and those that sputter.” - Roman Nurik, designer and design advocate, Google
Every dollar invested in UX brings 100 dollars in return
A 2016 design study of 408 different companies inferred that the more a company invested and focused on design, the more sales they saw in terms of higher customer retention and customer engagement. They could move faster through the product cycles by investing in UX. By keeping UX design and the user at the very core of their business, companies could achieve a tremendous ROI.
The companies with the highest investment in UX, referred to as “ Design Unicorns” saw a 75% increase in sales, while companies who invested less in UX( but consider themselves as design-centric) still had a sales increase of 60%.
Future of Design in Startups Survey identified the five biggest business advantages of companies that focussed on UX:
- Boost in revenue and conversion
- Fewer support calls, therefore reduced employee effort
- Increased customer satisfaction
- Reduced development waste
- Lower risk of the development of a wrong idea
This shows that satisfied users are integral to the success of any project. Also, a study conducted by The Trillion Dollar UX Problem cites that 70% of projects fail due to a lack of user acceptance.
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User frustration UX statistics
- 1. 88% of online consumers are less likely to return to a website after a bad experience
The statistics highlighted by Hubspot show that a staggering 88% of online consumers hesitate to revisit a website after encountering a negative experience. This underscores the critical importance of providing a seamless and pleasurable online user experience. Check out what Victor Lombardi, the author of “Why We Fail”, has opined about Nokia not investing in UX.
“Nokia had good design but did not invest to the radical extent that Apple (and Google) did (in UX design) and so Nokia went from the biggest mobile phone manufacturer to essentially extinct in a matter of years.” - Victor Lombardi, author of Why We Fail
- 2. 90% of users reported they stopped using an app due to poor performance
When an app is slow, unresponsive, or glitchy, it can be frustrating for users. It can even hinder their ability to complete tasks efficiently. It is no surprise that users would abandon an app that doesn't work well, especially when there are so many other options available to them.
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- 3. People who have negative brand experience on mobile are 62% less likely to purchase from that brand in the future
When customers have a poor experience with a brand on mobile, it can leave a lasting impression that influences their future purchasing decisions. Whether it's a poorly designed app, slow load times, or frustrating user experience, these negative experiences can erode customer trust and loyalty. This can lead to a significant loss of revenue.
- 4. 46.7% of consumers are more likely to share a negative UX experience with others
In today's digitally connected world, negative experiences can be quickly shared and amplified through social media, online reviews, and word of mouth. This can lead to a domino effect, where a single negative experience can snowball into a significant loss of customer trust and revenue.
- 5. Judgments on website credibility are 75% based on a website’s overall aesthetics
First impressions matter, and when it comes to websites, aesthetics can make or break credibility. How a website looks is even more important than the information it contains.
When you visit a website for the first time, what do you notice? Is it the font size or the color scheme? Is it the layout or the images used? Chances are, it's a combination of all these elements that make you decide whether to stay on the website or hit the back button.
E-commerce UX statistics
“Obsess over customers: when given the choice between obsessing over competitors or customers, always obsess over customers. Start with customers and work backward.”-Jeff Bezos, Executive Chairman of Amazon
32% of consumers would leave a brand they loved after just one bad experience
The research done on UX statistics by PricewaterhouseCoopers (PWC) implies that one bad experience can be enough to lose a loyal customer forever because of just one negative interaction with an e-commerce website.
Users expect seamless navigation, fast load times, clear product descriptions, and easy checkout processes. And if they don't get what they want, they won't hesitate to take their business elsewhere.
The image below shows the loss of revenue due to bad UX.
An E-commerce Giant’s Tidbits
Amazon, the e-commerce giant started off as a bookseller but always kept its users at the forefront. It is interesting to note that
- Jeff Bezos, the founder of the company, invested 100 times more capital into customer experience than advertising in the first year of Amazon's launch.
- Amazon is popular for its ‘reactive design‘, that is it reacts swiftly to customer requirements by applying personalized experience.
How can businesses improve UX?
The statistics explained in this article show how critical UX is for businesses. So, here are some proven and tested ways to improve your UX and reap profits:
- Implement a consultative approach to understand your users
- Decide what action you want your audience to take while interacting with your product
- Observe, analyze, and evaluate user behavior to improve the existing design
- Design and develop digital products that adapt to accessibility requirements
- Track what users do on your websites and apps
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