Um framework para avaliação do Retorno sobre o Investimento em Design de Experiência do Usuário
Resumo
Organizações que priorizam a experiência do usuário (UX) geralmente apresentam melhor desempenho financeiro, pois a UX reduz custos de suporte ao usuário, aumenta a fidelidade do cliente e diferencia a empresa no mercado. No entanto, medir o retorno sobre o investimento (ROI) em UX é desafiador e complexo devido a inúmeras variáveis nessa medição. Este trabalho visa propor um framework para avaliar o ROI em design de UX, destacando o impacto do UX Design nas organizações. Resultados preliminares já foram identificados como falta de métricas internas, difícil medição e complexidade em isolar o impacto da UX.Referências
Adebesin, F. and Chawana, T. (2021). The current state of measuring return on investment in user experience design. South African Computer Journal, 33(1):22–36.
Aleryani, A. Y. (2020). The impact of the user experience (ux) on the quality of the requirements elicitation. International Journal of Digital Information and Wireless Communications, 10(1):1–9.
Charmaz, K. (2014). Constructing grounded theory. Sage Publications, 2nd edition.
Graefe, T. M., Keenan, S. L., and Bowen, K. C. (2003). Meeting the challenge of measuring return on investment for user centered development. In CHI’03 Extended Abstracts on Human Factors in Computing Systems.
Hinderks, A., Schrepp, M., Domínguez Mayo, F. J., Escalona, M. J., and Thomaschewski, J. (2019). Developing a ux kpi based on the user experience questionnaire. Computer Standards & Interfaces, 65:38–44.
Horvath, J. (2020). The business value of ux: Taking roi to an institutional level. Human Factors International, Inc.
ISO (2019). Ergonomics of human-system interaction—part 210: Human centred design for interactive systems. ISO, Geneva, Switzerland.
Research, F. (2015). The business impact of investing in experience: a spotlight on financial services. Disponível em: [link]. Acesso em: 07 abr. 2023.
Rosenberg, D. (2004). The myths of usability roi. Interactions, 11(5):22–29.
Runeson, P. and Höst, M. (2009). Guidelines for conducting and reporting case study research in software engineering. Empirical Software Engineering, 14:131–164.
Trendowicz, A. et al. (2023). User experience key performance indicators for industrial iot systems: A multivocal literature review. Digital Business, 3(1):100057.
Turner, C. W. (2011). A strategic approach to metrics for user experience designers. Journal of Usability Studies, 6(2):52–59.
Wijaya, W. W. A. A. S. G. A. and Kefry, A. (2021). The effect of ui/ux design on user satisfaction in online art gallery. In 1st International Conference on Computer Science and Artificial Intelligence (ICCSAI), pages 120–125.
Aleryani, A. Y. (2020). The impact of the user experience (ux) on the quality of the requirements elicitation. International Journal of Digital Information and Wireless Communications, 10(1):1–9.
Charmaz, K. (2014). Constructing grounded theory. Sage Publications, 2nd edition.
Graefe, T. M., Keenan, S. L., and Bowen, K. C. (2003). Meeting the challenge of measuring return on investment for user centered development. In CHI’03 Extended Abstracts on Human Factors in Computing Systems.
Hinderks, A., Schrepp, M., Domínguez Mayo, F. J., Escalona, M. J., and Thomaschewski, J. (2019). Developing a ux kpi based on the user experience questionnaire. Computer Standards & Interfaces, 65:38–44.
Horvath, J. (2020). The business value of ux: Taking roi to an institutional level. Human Factors International, Inc.
ISO (2019). Ergonomics of human-system interaction—part 210: Human centred design for interactive systems. ISO, Geneva, Switzerland.
Research, F. (2015). The business impact of investing in experience: a spotlight on financial services. Disponível em: [link]. Acesso em: 07 abr. 2023.
Rosenberg, D. (2004). The myths of usability roi. Interactions, 11(5):22–29.
Runeson, P. and Höst, M. (2009). Guidelines for conducting and reporting case study research in software engineering. Empirical Software Engineering, 14:131–164.
Trendowicz, A. et al. (2023). User experience key performance indicators for industrial iot systems: A multivocal literature review. Digital Business, 3(1):100057.
Turner, C. W. (2011). A strategic approach to metrics for user experience designers. Journal of Usability Studies, 6(2):52–59.
Wijaya, W. W. A. A. S. G. A. and Kefry, A. (2021). The effect of ui/ux design on user satisfaction in online art gallery. In 1st International Conference on Computer Science and Artificial Intelligence (ICCSAI), pages 120–125.
Publicado
07/10/2024
Como Citar
EVANGELISTA, Gessé; ZAINA, Luciana.
Um framework para avaliação do Retorno sobre o Investimento em Design de Experiência do Usuário. In: WORKSHOP DE TESES E DISSERTAÇÕES - SIMPÓSIO BRASILEIRO DE FATORES HUMANOS EM SISTEMAS COMPUTACIONAIS (IHC), 23. , 2024, Brasília/DF.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2024
.
p. 201-205.
DOI: https://doi.org/10.5753/ihc_estendido.2024.242035.
