2022: The Year UX Demonstrates its Business Impact
Summary
UX professionals have seen the demand for research rise in the last year, but demonstrating the business value of UX remains a challenge because organizations aren't using the right success metrics. In this session, we'll reveal how the mindset around measuring UX has evolved, how innovative UX teams solve the challenge, and what you can do to evolve your own measurement strategy.
Key Insights
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The top challenge for UX teams in 2022 is identifying the right success metrics aligned to business KPIs.
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UX budgets have remained largely unchanged despite a 70% increase in demand over the past year.
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Design hiring is outpacing UX research hiring, creating risks in measured UX impact.
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Remote UX research techniques have become permanent post-2020, forcing new methodologies.
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High-performing organizations continually test with larger samples, iterate, and measure performance comprehensively.
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UserZoom’s QX score combines behavioral (task success) and attitudinal (ease of use, loyalty) data into a single UX metric.
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Tying UX metrics directly to business KPIs like revenue growth and operational cost reduction is essential to prove ROI.
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A global bank case study showed UX improvements led to a 22% increase in online applications and a 35% reduction in call center calls.
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Benchmarking digital experiences is rapidly increasing across industries, notably healthcare, nearly doubling since 2019.
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Translating UX findings into measurable business outcomes is a team sport requiring consensus and cross-organizational collaboration.
Notable Quotes
"Identifying the right success metrics is the number one challenge teams are facing today."
"In 2019, 74% of survey respondents relied mostly on in-person moderated interviews for UX insights."
"In 2020, UX hiring grew 20% as digital experiences became critical during the pandemic."
"UX design ranked number 13 on LinkedIn’s ’Jobs on the Rise’ list in 2021."
"Almost half of UX teams reported budgets are unchanged despite increased demand for UX."
"Successful organizations continually test, use larger sample sizes, and measure UX performance to manage what they can’t measure."
"The QX score combines behavioral and attitudinal metrics to better understand what users do and why."
"Attitudinal data alone doesn’t tell us the why behind customer feelings or behaviors, leading to missed improvement opportunities."
"After redesign, the bank’s application ease of use improved, task success went up, and time on task dropped by a full minute."
"Benchmarking has nearly doubled in two years, showing growing maturity in UX measurement across industries."
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