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Once upon a time in a check
out process far far away…
Email Address
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Password
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Password
Forgot	
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Email Address
Password
Login
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  Password	
  
Email Address
Password
Login
Register
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Email Address
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45%	
  
$300,000,000 
An additional of
revenue on the first year
$300,000,000 
Button Story


By Jared Spool
http://www.uie.com/articles/
three_hund_million_button/
ROI of UX
The	
  Return	
  of	
  Investment	
  of	
  User	
  Experience	
  	
  
Mica
Diaz de Rivera
User	
  Experience	
  Supervisor	
  
OLX	
  Philippines	
  
Return of
Investment (ROI)

the benefit to the
investor resulting
from an
investment of
some resource. 	
  
User Experience (UX)

the	
  overall	
  experience	
  of	
  a	
  
person	
  using	
  a	
  product	
  such	
  
as	
  a	
  w...
Have	
  you	
  ever	
  heard	
  your	
  boss,	
  your	
  client,	
  or	
  
anyone	
  ask	
  you	
  “Do	
  we	
  really	
  ...
The problem only gets worse as IT grows ubiquitous. This year,
organizations and governments will
spend an estimated $1 tr...
The average company spends about 4 to
5 percent of revenue on information
technology, with those that are highly IT depend...
In fact, studies have shown that software specialists spend
about 40 to 50 percent of their time on
avoidable rework rathe...
“Do we really need to do this UX thing?
What do we get from doing this? Is it
really worth it?”
Badly defined
requirements
Poor
Communication
among
customers,
developers, and
users 


Stakeholder	
  
poliBcs	
  
Reason...
User
Research
Storyboarding,
Prototyping, and
Personas 


User
Testing and
Iteration
How UX Help
Projects Succeed
“Do we really need to do this UX thing?
What do we get from doing this? How
Sulit is it?”

YES
“Do we really need to do this UX thing?
What do we get from doing this? How
Sulit is it?”
Investment
Cost 

of User Experience
Design and Research
Time &
Money
Investment
Gains 

of User Experience
Design and Research
“Do we really need to do this UX thing?
What do we get from doing this? How
Sulit is it?”
•  Improve
Performance

•  Increase
Exposure

•  Improve
Credibility

•  Reduce
Resource Burden

•  Increase
Sales
“Do we really need to do this UX thing?
What do we get from doing this? How
Sulit is it?”
Calculating
UX ROI
The	
  Return	
  of	
  Investment	
  of	
  User	
  Experience	
  	
  
•  Improve
Performance

•  Increase
Exposure

•  Improve
Credibility

•  Reduce
Resource Burden

•  Increase
Sales
•  Improve
Performance

•  Increase
Exposure

•  Improve
Credibility

•  Reduce
Resource Burden

•  Increase
Sales
Goals
•  Improve
Performance

•  Increase
Exposure

•  Improve
Credibility

•  Reduce
Resource Burden

•  Increase
Sales
Goals
 ...
Have a
baseline - a
before and
after to see the
difference and
measure
effect.
Source data to
which you base your
assumpti...
A Magic One-Size-
Fits-All formula for
the ROI of UX)

It does not exist.	
  
Track what
you can or
track your
own!	
  
•  Improve
Performance

•  Increase
Exposure

•  Improve
Credibility

•  Reduce
Resource Burden

•  Increase
Sales
Goals
 ...
•  Improve
Performance

•  Increase
Exposure

•  Improve
Credibility

•  Reduce
Resource Burden

•  Increase
Sales
Goals
S...
•  Improve
Performance

•  Increase
Exposure

•  Improve
Credibility

•  Reduce
Resource Burden

•  Increase
Sales
Goals
 ...
“Do we really need to do this UX thing?
What do we get from doing this? How
Sulit is it?”
User
Research
Storyboarding,
Prototyping, and
Personas 


User
Testing and
Iteration
How UX Help
Projects Succeed
“Do we really need to do this UX thing?
What do we get from doing this? How
Sulit is it?”
•  Improve
Performance

•  Increase
Exposure

•  Improve
Credibility

•  Reduce
Resource Burden

•  Increase
Sales
“Do we really need to do this UX thing?
What do we get from doing this? How
Sulit is it?”
•  Improve
Performance

•  Increase
Exposure

•  Improve
Credibility

•  Reduce
Resource Burden

•  Increase
Sales
Goals
 ...
Take the plunge
into UX.
Understand the
tools, use its
different methods,
and measure,
measure, measure.
Mica and Perry the Platypus
says Thanks for listening!
Twi%er:	
  @Micael	
  
Facebook:	
  2.com/Micael	
  
Short Talk on the ROI of UX | UXPH June 2015
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Short Talk on the ROI of UX | UXPH June 2015

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A quick talk on the ROI (Return of Investment) of UX presented at Globe Labs Valero Makati for the UXPH community on June 27, 2015.

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Short Talk on the ROI of UX | UXPH June 2015

  1. 1. Once upon a time in a check out process far far away…
  2. 2. Email Address
  3. 3. Email Address Password
  4. 4. Email Address Password Forgot  Password  
  5. 5. Email Address Password Login Forgot  Password  
  6. 6. Email Address Password Login Register Forgot  Password  
  7. 7. Email Address Password Login Continue Forgot  Password  
  8. 8. Email Address Password Login Continue Forgot  Password   45%  
  9. 9. $300,000,000 An additional of revenue on the first year
  10. 10. $300,000,000 Button Story By Jared Spool http://www.uie.com/articles/ three_hund_million_button/
  11. 11. ROI of UX The  Return  of  Investment  of  User  Experience    
  12. 12. Mica Diaz de Rivera User  Experience  Supervisor   OLX  Philippines  
  13. 13. Return of Investment (ROI) the benefit to the investor resulting from an investment of some resource.  
  14. 14. User Experience (UX) the  overall  experience  of  a   person  using  a  product  such   as  a  website  or  computer   applicaBon  especially  in   terms  of  how  easy  pleasing   it  is  to  use   UX to really mean User Experience Design/ Research/ Testing
  15. 15. Have  you  ever  heard  your  boss,  your  client,  or   anyone  ask  you  “Do  we  really  need  to  do  this  UX   thing?  What  do  we  get  from  doing  this?  How   Sulit  is  it?”     How  do  you  answer  and  jusBfy  UX?  Let  me  help   you  out  with  answering  that  quesBon.  
  16. 16. The problem only gets worse as IT grows ubiquitous. This year, organizations and governments will spend an estimated $1 trillion on IT hardware, software, and services worldwide. Of the IT projects that are initiated, from 5 to 15 percent will be abandoned before or shortly after delivery as hopelessly inadequate. Many others will arrive late and over budget or require massive reworking. Few IT projects, in other words, truly succeed.
  17. 17. The average company spends about 4 to 5 percent of revenue on information technology, with those that are highly IT dependent--such as financial and telecommunications companies-- spending more than 10 percent on it. In other words, IT is now one of the largest corporate expenses outside employee costs. Much of that money goes into hardware and software upgrades, software license fees, and so forth, but a big chunk is for new software projects meant to create a better future for the organization and its customers.
  18. 18. In fact, studies have shown that software specialists spend about 40 to 50 percent of their time on avoidable rework rather thanon what they call value- added work, which is basically work that's done right the first time.
  19. 19. “Do we really need to do this UX thing? What do we get from doing this? Is it really worth it?”
  20. 20. Badly defined requirements Poor Communication among customers, developers, and users Stakeholder   poliBcs   Reasons Why Projects Fail
  21. 21. User Research Storyboarding, Prototyping, and Personas User Testing and Iteration How UX Help Projects Succeed
  22. 22. “Do we really need to do this UX thing? What do we get from doing this? How Sulit is it?” YES
  23. 23. “Do we really need to do this UX thing? What do we get from doing this? How Sulit is it?”
  24. 24. Investment Cost of User Experience Design and Research
  25. 25. Time & Money
  26. 26. Investment Gains of User Experience Design and Research
  27. 27. “Do we really need to do this UX thing? What do we get from doing this? How Sulit is it?”
  28. 28. •  Improve Performance •  Increase Exposure •  Improve Credibility •  Reduce Resource Burden •  Increase Sales
  29. 29. “Do we really need to do this UX thing? What do we get from doing this? How Sulit is it?”
  30. 30. Calculating UX ROI The  Return  of  Investment  of  User  Experience    
  31. 31. •  Improve Performance •  Increase Exposure •  Improve Credibility •  Reduce Resource Burden •  Increase Sales
  32. 32. •  Improve Performance •  Increase Exposure •  Improve Credibility •  Reduce Resource Burden •  Increase Sales Goals
  33. 33. •  Improve Performance •  Increase Exposure •  Improve Credibility •  Reduce Resource Burden •  Increase Sales Goals Measurement •  Reduce number of user errors •  Increase ease of use •  Increase ease of learning •  Increase traffic/ audience size •  Increase number of return visitors when appropriate (retain users) •  Increase number of new visitors (attract users) •  Increase number of visits from search •  Increase user satisfaction •  Increase trust in the system Increase number of visits referral •  Reduce development costs •  Reduce development time •  Reduce maintenance costs •  Reduce redesign costs •  Decrease support costs •  Reduce training needed •  Reduce documentation costs •  Increase transactions/ purchases •  Increase product sales
  34. 34. Have a baseline - a before and after to see the difference and measure effect. Source data to which you base your assumptions. Gathered through Analytics, User Testing, or with other UX Research methods that gather measurement.  
  35. 35. A Magic One-Size- Fits-All formula for the ROI of UX) It does not exist.   Track what you can or track your own!  
  36. 36. •  Improve Performance •  Increase Exposure •  Improve Credibility •  Reduce Resource Burden •  Increase Sales Goals Analytics/Testing •  Reduce number of user errors •  Increase ease of use •  Increase ease of learning •  Increase traffic/ audience size •  Increase number of return visitors when appropriate (retain users) •  Increase number of new visitors (attract users) •  Increase number of visits from search •  Increase user satisfaction •  Increase trust in the system Increase number of visits referral •  Reduce development costs •  Reduce development time •  Reduce maintenance costs •  Reduce redesign costs •  Decrease support costs •  Reduce training needed •  Reduce documentation costs •  Increase transactions/ purchases •  Increase product sales
  37. 37. •  Improve Performance •  Increase Exposure •  Improve Credibility •  Reduce Resource Burden •  Increase Sales Goals Survey and other Methods •  Reduce number of user errors •  Increase ease of use •  Increase ease of learning •  Increase traffic/ audience size •  Increase number of return visitors when appropriate (retain users) •  Increase number of new visitors (attract users) •  Increase number of visits from search •  Increase user satisfaction •  Increase trust in the system Increase number of visits referral •  Reduce development costs •  Reduce development time •  Reduce maintenance costs •  Reduce redesign costs •  Decrease support costs •  Reduce training needed •  Reduce documentation costs •  Increase transactions/ purchases •  Increase product sales
  38. 38. •  Improve Performance •  Increase Exposure •  Improve Credibility •  Reduce Resource Burden •  Increase Sales Goals Research •  Reduce number of user errors •  Increase ease of use •  Increase ease of learning •  Increase traffic/ audience size •  Increase number of return visitors when appropriate (retain users) •  Increase number of new visitors (attract users) •  Increase number of visits from search •  Increase user satisfaction •  Increase trust in the system Increase number of visits referral •  Reduce development costs •  Reduce development time •  Reduce maintenance costs •  Reduce redesign costs •  Decrease support costs •  Reduce training needed •  Reduce documentation costs •  Increase transactions/ purchases •  Increase product sales
  39. 39. “Do we really need to do this UX thing? What do we get from doing this? How Sulit is it?”
  40. 40. User Research Storyboarding, Prototyping, and Personas User Testing and Iteration How UX Help Projects Succeed
  41. 41. “Do we really need to do this UX thing? What do we get from doing this? How Sulit is it?”
  42. 42. •  Improve Performance •  Increase Exposure •  Improve Credibility •  Reduce Resource Burden •  Increase Sales
  43. 43. “Do we really need to do this UX thing? What do we get from doing this? How Sulit is it?”
  44. 44. •  Improve Performance •  Increase Exposure •  Improve Credibility •  Reduce Resource Burden •  Increase Sales Goals Measurement •  Reduce number of user errors •  Increase ease of use •  Increase ease of learning •  Increase traffic/ audience size •  Increase number of return visitors when appropriate (retain users) •  Increase number of new visitors (attract users) •  Increase number of visits from search •  Increase user satisfaction •  Increase trust in the system Increase number of visits referral •  Reduce development costs •  Reduce development time •  Reduce maintenance costs •  Reduce redesign costs •  Decrease support costs •  Reduce training needed •  Reduce documentation costs •  Increase transactions/ purchases •  Increase product sales
  45. 45. Take the plunge into UX. Understand the tools, use its different methods, and measure, measure, measure.
  46. 46. Mica and Perry the Platypus says Thanks for listening! Twi%er:  @Micael   Facebook:  2.com/Micael  

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