A framework for evaluating Return on Investment in User Experience Design

• Gessé Evangelista UFSCar
• Luciana Zaina UFSCar

DOI: https://doi.org/10.5753/ihc_estendido.2024.242035

Abstract

Organizations prioritizing user experience (UX) generally perform better financially, as UX reduces user support costs, increases customer loyalty, and differentiates the company in the market. However, measuring return on investment (ROI) in UX is challenging and complex due to the numerous variables in this measurement. This work proposes a framework to evaluate ROI in UX Design, highlighting the impact of UX design on organizations. Preliminary results have already been identified as a lack of internal metrics, difficulty measurement, and complexity in isolating the impact of UX.

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