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User experience (UX) is at the core of our business. As part of design, we provide insights into behaviour and help build meaningful experiences.
User Experience Services
Workshops
Explore issues and create solutions as a team.
Remote research
Collaborate with users from around the country and the world.
We’ve found working with the team at UXbridge extremely valuable. What really makes the process super easy is how digestible the reports are whilst maintaining quality insights.
Caitlyn Van Rheenen
Communications Specialist, Transurban
Thanks for your help. The feedback on the new design is extremely positive, the site is really looking good!
Wayne Keyser
Chief Project Officer, Lonsec Fiscal
UX and Observational research benefits
Reduce design and development inefficiencies
Defining the requirements up front, avoiding re-work. User involvement improves decision making and help prioritisation and uncovers ~80% of unforeseen issues. Changes become expensive (or too late) to fix close to launch.
ROI gains are well documented
Customer loyalty, retention, engagement, satisfaction and intention to purchase are all critical. For example, eCommerce sites optimised for mobile see a 30% increase in sales, 50% decrease in bounce.
Hidden benefits of customer experience
Lower costs of customer acquisition, lower support costs, increased retention & market share – all of which makes for a healthier bottom line.
Goals and metrics can be tracked
- Performance: Number of errors, ease of use, ease of learning, traffic, return visitors
- Exposure: New visitors, visits from search (SEO)
- Credibility: User satisfaction, trust, referrals, dev costs, dev time, maintenance costs
- Resource burden: Redesign costs, support costs, training needed, documentation costs
- Sales: Increased transactions / purchases, product sales
Focus on customers can help business performance
The top 10 customer experience leaders outperform the S&P with close to triple the returns, at a cumulative total of +43%. The bottom 10 generated a negative cumulative total of -34% (Forrester research. Customer Experience Index ranking and Watermark Consulting)
Long history of building brands
Amazon funded customer experience over advertising 100:0 and continues to invest heavily on optimising user experience
Airbnb went from failure to $10B, which they attribute to user research: “When we started talking to our customers and seeing how the used our service, it was the defining moment of success that turned the company around” – Mike Gebbia, AirBnB
ROI of UCD is often hidden
Personas: Marketing personas are often based on ideal or future state – and may not be tangible for design or development.
Wireframing: Rapid prototyping can help provide more accurate estimates for build time and cost, reduce the requests for clarification and reduce rework and fixes.
Testing & observational research: makes the team smarter by improving decision making. Support or customer help is often required due to a lack of intuitive design.