Does User Experience Save/Make Money?

25 Mar 2010 - 10:06pm
6 years ago
9 replies
3659 reads

So, try as I might, being a new UX developer, I'm trying to find reputable data about reputable companies who saved/made [insert actual dollar figure], and how usability testing was responsible. I was actually told at work today that "there is no way you can prove that usability testing makes money." It's a personal challenge now. Smile

In all seriousness, you would think with all of the UX advocacy, that there would be solid numbers to back up the proclamations. There has to be, right? I mean, there are TONS of UX and IxD jobs out there being justified somehow. Can you help me sell UX  to my boss?


25 Mar 2010 - 10:19pm
Justin Davis
25 Mar 2010 - 10:22pm

That is EXACTLY what I was looking for! Thanks so much Justin!!! 

Keep em coming everyone! The more the better!

26 Mar 2010 - 5:51pm

Great resources.

To agree... I would say with confidence that usability >= cash. Well, on the web...

I have been conducting split testing (actually multivariate conversion rate optimization experiments) for the past few years.

When I sit down and start mapping out a plan for testing, the first things I plan to test are usability-related, before I test persuasion/tone/feel, or anything else for that matter.

For Example: Correct text that matches link text in typographical

treatment (I often see 'highlight text' using the same color as link text).

If the conversion goal happens to be a sale, the results of the experiment very clearly show the difference in the number of sales, between the old baseline, and the new top-performing combination of page elements/design.

This is by no means a complete number, but it shows the obvious profits gained from usability-focused improvements, for the scope of the experiment.

Mike Caskey (Typing to you from Denver)

On 3/25/2010 11:37 PM, Justin Davis wrote: > Kevin, > > Here are a couple resources I've used in the past: > > > [1] > > > [2] > > Hope that's helpful! > > Justin > > > >

26 Mar 2010 - 5:50am
Natasha Norton

Hi Kevin

IBM apparently redesigned one of their website following UXD principles and the result was:  In the first week after the redesign, use of the 'help' button decreased 84%, while sales increased 400%. Source: Bob Tedeschi, 'Good Web Site Design Can Lead to Healthy Sales', New York Times.

A few resources that have helped me in the past:

Hope these help sell the benefits of UXD to your boss.



26 Mar 2010 - 12:47pm

Fantastic additions! Thank you, Natasha!

26 Mar 2010 - 5:21pm
Archana Thiagarajan

This is a fantastic case study on the relationship of UX and $$$.  Jared Spool calls this his 300 million dollar button. I used this article as the opening slides to my recent presentation on UX and analytics:
Hope this helps.Archana

On Mar 26, 2010, at 12:32 PM, kevinsuttle wrote:

Fantastic additions! Thank you, Natasha!

27 Mar 2010 - 7:40am
Chauncey Wilson

A book you might find useful is:   Cost-Justifying Usability, Second Edition: An Update for the Internet Age, Second Edition (Interactive Technologies) - Paperback (Apr. 18, 2005) by Randolph G. Bias and Deborah J. Mayhew

The book covers many topics including issues about how difficult it can be to isolate the successs of a product to UX work directly.   Chauncey
On Fri, Mar 26, 2010 at 3:13 PM, kevinsuttle <> wrote:

Fantastic additions! Thank you, Natasha!

26 Mar 2010 - 1:31pm

I was pointed to this article, which has a different perspective: not testing for usability will cost you money.

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