Rosenverse

This video is only accessible to Gold members. Log in or register for a free Gold Trial Account to watch.

Log in Register

Most conference talks are accessible to Gold members, while community videos are generally available to all logged-in members.

Communicating the ROI of UX within a large enterprise and out on the streets
Gold
Thursday, June 14, 2018 • Enterprise Experience 2018
Share the love for this talk
Communicating the ROI of UX within a large enterprise and out on the streets
Speakers: JD Buckley
Link:

Summary

UX is being recognized as a significant business differentiator for new as well as established organizations. This recognition has come with inevitable questions regarding how best to express the value of design teams and quantify the influence of design thinking methods and practices on a company’s bottom line. Design teams are seeking new ways to develop and refine UX return on investment (UX ROI) models for use as communication tools across a wide range of products, services and complex business environments. In this talk, JD Buckley will discuss an emerging model to communicate and measure the impact UX teams provide to businesses. Further, she’ll examine how this evolving process framework and model might be applied across other intricate environments inside and outside enterprises, including as a tool to reflect the impact of an anti-gun violence educational toolkit for middle-schoolers and educators.

Key Insights

  • Measuring UX ROI in enterprise settings requires a mixed-method approach combining qualitative and quantitative data.

  • Benchmarking the current user experience is critical before implementing redesigns to measure improvements.

  • Aligning UX metrics with company KPIs, such as customer satisfaction and call center contacts, enhances executive communication.

  • Accessing representative end users in large enterprises often demands extensive networking and internal collaboration.

  • Even in complex social issues like gun violence prevention, user-centered design and metrics frameworks can drive impactful digital solutions.

  • Embedding health education standards as KPIs in social design projects provides clear performance goals and funding justification.

  • Continuous data collection through digital experiences enables ongoing evaluation and adaptation of programs.

  • Collaboration with finance leaders, such as a CFO, facilitates translating UX outcomes into business terms.

  • UX teams can influence product roadmaps by highlighting gaps tied to users’ top tasks and business metrics.

  • Without measurable benchmarks, communicating the existence and urgency of a problem, as well as UX team value, becomes extremely challenging.

Notable Quotes

"After years of fighting to be included in strategic boardroom decision making, many UX professionals are now finding themselves seated at the grown-up table."

"We couldn’t demonstrate our team’s impact unless we could answer the question compared to what."

"Connecting your UX metrics to company KPIs requires the heart of a UXer but the soul of an economist."

"No benchmark, no evidence of the current state of a problem, no way to demonstrate ROI, no communication."

"Customer satisfaction and reduction in call center contacts are metrics that executives understand and value."

"We started to hear more terms like ROI and success metrics in conjunction with design a lot more conversations."

"It was humbling to hear educators’ stories about tight budgets, overcrowded classrooms, and how many of their students had firsthand experience with guns."

"If you can’t measure the impact and scale of a problem, it’s hard to communicate that the problem exists or the value of a UX team that could solve it."

"The digital experience is capable of continuously collecting data to evolve and measure the program effectively."

"Our LAUSD stakeholder felt armed with data and designs that reflected benefits for a clearly defined audience, all connected to health education standards."

Ask the Rosenbot
Daniel Gloyd
Warming the User Experience: Lessons from America's first and most radical human-centered designers (Videoconference)
2024 • Rosenfeld Community
Ari Zelmanow
Dark Side of Democratization (Videoconference)
2023 • Advancing Research Community
Louis Rosenfeld
Opening Remarks
2023 • Advancing Research 2023
Gold
Prerna Makanawala
Achieving Balanced Design Consistency
2021 • Design at Scale 2021
Gold
Jess Greco
Creating a Basis for Change: Scaling Design Maturity
2022 • Design at Scale 2022
Gold
Kevin M. Hoffman
Theme 2: Enterprise Team Journey
2019 • Enterprise Experience 2019
Gold
Courtney Kaplan
Taking it to the next level: Career paths in DesignOps
2018 • DesignOps Summit 2018
Gold
Stephen Pollard
Closing Keynote: Getting giants to dance - what can we learn from designing large and complex public infrastructure?
2017 • DesignOps Summit 2017
Gold
Jamie Beck Alexander
How can you find your role in climate? (Videoconference)
2024 • Climate UX Interest Group (Rosenfeld Community)
Tutti Taygerly
Videconference: How to Work with Difficult People with Tutti Taygerly
2020 • Enterprise Community
David Cronin
The GE Design System and Thoughts about Craft at Scale
2015 • Enterprise UX 2015
Gold
Alan Williams
Designing essential financial services for those in need (Videoconference)
2022 • Civic Design Community
Aiyana Bodi
Three Key Climate Initiatives and How You Can Help
2024 • Climate UX Interest Group (Rosenfeld Community)
Mike Brzozowski
UX in everyday products: Empowering climate conscious choices (Videoconference)
2024 • Climate UX Interest Group (Rosenfeld Community)
Zariah Cameron
ReDesigning Wellbeing for Equitable Care in the Workplace
2024 • DesignOps 2024
Gold
Kevin Bethune
Reimagining Design: Unlocking Strategic Innovation
2022 • Design at Scale 2022
Gold

More Videos

"Scale isn’t just about quantity, it’s about the quality and impact you have on the outcomes of the organization."

Standardizing Product Merits for Leaders, Designers, and Everyone

June 15, 2018

Simon Wardley

"The only people who can effectively map a space are those who work and understand that space intimately."

Simon Wardley

Maps and Topographical Intelligence (Videoconference)

January 31, 2019

Sandra Camacho

"Many smartwatch designs assume male hands as default, excluding smaller wrists and diverse body types."

Sandra Camacho

Creating More Bias-Proof Designs

January 22, 2025

Darian Davis

"By observing Jeff’s concerns and asking questions, I was able to show empathy and focus on the problem rather than get defensive."

Darian Davis

Lessons from a Toxic Work Relationship

January 8, 2024

Fisayo Osilaja

"Providing more holistic recommendations helped us gain more trust and buy-in from stakeholders, increasing UX maturity."

Fisayo Osilaja

[Demo] The AI edge: From researcher to strategist

June 4, 2024

Uday Gajendar

"Nobody wants to buy or use a sloppy product, especially when enterprise users engage daily for hours."

Uday Gajendar

The Wicked Craft of Enterprise UX

May 13, 2015

Davis Neable

"Investing in people and fostering collaboration always pays off in stronger teams and better user experiences."

Davis Neable Guy Segal

How to Drive a Design Project When you Don’t Have a Design Team

June 10, 2021

Eniola Oluwole

"TripAdvisor is really nine major business units each thinking like sub companies instead of one end-to-end user experience."

Eniola Oluwole

Lessons From the DesignOps Journey of the World's Largest Travel Site

October 24, 2019

Aurobinda Pradhan

"Finding a single source of truth for design documents and artifacts is extremely hard because most tools operate in silos."

Aurobinda Pradhan Shashank Deshpande

Introduction to Collaborative DesignOps using Cubyts

September 9, 2022