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Please show research on the positive or negative impact that great or poor UI/UX can have on the adoption rate of software applications within a business organization?
Thank you for your question about the positive or negative impact of great or poor UI/UX on the adoption rate of software applications within a business organization. The two best sources I saw to answer your question are Forester and Whitespace. The short answer is that that a poor UX/UI is the reason 70% of applications fail and great UI can boost returns, (and by extension adoption) by up to 400%.
Below, you will find a deep dive into this answer.
METHODOLOGY
I started this research by searching extensively for this topic in particular but there was very little available. This is probably because UI and UX are a recent area of research. Also, the studies that are available are generally not specific to software applications, especially those used within a business organization by employees, but the reports, articles, and studies cited in this answer can be extended to the specific area you are interested in.
DEEP DIVE
After conducting several experiments, Wargaming, the well-known developer of War of Tanks concluded that 20% of revenue from online sales depend on a good UI/UX. This doesn't just mean that an improved UI/UX improves the bottom line of a company but that it increases adoption of a software by users. This view is not lost on the industry, nor is it different for the business community. According to Mitch Maiman, president and co-founder of Intelligent Solutions, the large-scale adoption of IoT in business organizations will depend on "fluid and secure flow of data between sensors, devices, applications and people is essential to success."
Micheal Georgiou argues that a good UI/UX is vital. He says that "What you’re selling isn’t just the thing that you’re selling, it’s the ease with which the user can access it. The more easily and pleasurably an end user is able to get to whatever it is that you’re wanting to get out to them, the more likely they are to stick around and to partake. That last part is what makes UI/UX so incredibly relevant to ROI." This means that if a business organization finds out that its employees find it difficult to work productively with a given software, they are likely to replace it.
The consequences of a bad UI are steep. About 68% of customers will leave if they don't feel cared for due to a bad UI, while developers spend about 50% of their time on average making changes due to a poor UX. And it costs hundred times more to make changes than designing and developing with good UX in mind.
In fact, the return on investment for every dollar spent on improving UX is between $2-100. According to Jim Ross "Whether the users are customers or employees, a good user experience results in savings and increased revenue, as shown in table 1, while a bad user experience can have a serious impact on sales, satisfaction, and costs. General estimates of the value of investment in user experience vary from a return of $2 to $100 for every $1 invested in user experience design."
Examples abound of how improving user experience increased conversion. For example, ESPN increased conversion by 35% after it listened to users and incorporated their suggestions into its home page. A focus on user experience is also believed to be one of the reasons behind Fab.com generating $150 million in two years.
A Forester research showed that 70% of applications failed due to user acceptance issues. This shows that if users, whether employees or customers, can't use a software intuitively, it's more likely to fail.
For internal applications such as those used by employees, this paper argues that a good UX/UI is important for job satisfaction and loyalty. The author argues that "non-monetary results such as job satisfaction and loyalty – for internal applications, these “soft”, non-financial metrics can sometimes carry more weight than monetary ones."
This article sums up the importance of a good software with good UX/UI for employees should be the focus of organizations. The author argues that "Companies everywhere pay too little attention to the implicit messages — about productivity, commitment, and capabilities — that are sent by their own software interfaces." Havard Business Review article argues the same thing:"Even the most customer-savvy organizations often fail to understand that they should also be working to enchant their employees." "The answer, according to UX expert, Paul Canetti is to make user experience (and that includes HR and employees) a directive from the top-"Almost every one of today's most valuable companies is run by a CEO who puts user experience first-Chief Experience Officers."
If most successful companies are run by CEO that puts user experience first, it follows that such businesses will look to adopt software that puts user experience first.
CONCLUSION
To conclude, although there are no studies specifically showing how a good or poor UI/UX experience can affect the adoption of a software in a business organization, enough evidence exist to show that a poor UX/UI is the reason behind why 70% of applications fail and that great UI can boost returns, and by extension adoption, by up to 400%. Other benefits such as increased employee loyalty and satisfaction are even more reasons why business organizations cannot do without a good UI/UX experience in a software.
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