The internet has become absolutely fundamental to both the work and personal lives of most people today, with that growth we’ve seen the expansion of User Experience design as a discipline. When people are first exposed to user experience design, one question leads the charge in their fundamental understanding:

Why is UX important?

User experience, often abbreviated as UX, stands as a cornerstone in the digital world. It’s not just about pretty designs or interactive interfaces; it delves deep into understanding the very essence of user satisfaction. Users expect to have a seamless experience not just on their computers but all of their devices. Today’s users are less tolerant of poor design, and become easily irritated with a website if they don’t see what they need within a few clicks. Your website is no longer a digital placeholder, but instead represents a fundamental part of your overall customer journey and your brand. In this blog, we’ll explore the underlying reasons that underscore the importance of UX.

To define why user experience matters, let’s first discuss what UX is and why it is important.

Definition of UX

UX, at its core, represents the totality of users’ interactions with a product, system, or service. When answering the question “why is UX important?” it’s important to divide the world of user experience design into two disciplines:

User Experience (UX)

The emotions, perceptions, and responses a user has when using or anticipating the use of a product or service.

User Interface (UI)

The tangible elements, like buttons, icons, and sliders, that a user interacts with. It’s more about the look and feel, while UX concerns itself with the entire user journey.

Why UX became important

In the early days of the digital age, interfaces were often clunky, and user-friendliness wasn’t a primary concern. However, as technology progressed and the user base expanded, the importance of crafting intuitive experiences became evident. The timeline of the digital age is still in its infancy, so we can break up the development of user experience design into two periods.

Early 2000s: A focus on industry-leading UX research by Nielsen Norman Group started reshaping how businesses approached design. The results of these studies answered the question of why UX research is important, and encouraged other organizations and individuals to follow in their UX research footsteps.

Mid-2000s onwards: The rise of mobile devices and touch interfaces demanded a fresh perspective on UX, driving innovation and a user-centric approach. The early Iphones are a great example of an innovation driver, and clarified why good UX is important through dominating the smartphone market.

The growing user base as a result of these periods answered the question of why does UX matter, and this design focus has continued to grow since the early days of consumer digital.

Importance of UX in Business

When a business places UX at the forefront of its strategy, the rewards are multifaceted. Here’s why UX is important for business:

ROI Boost: Every $1 invested in UX can return between $2 and $100. Enhanced UX means users can achieve their goals efficiently, leading to higher conversions and revenue.

Driving User Engagement: A smooth, intuitive user journey means users spend more time on your platform, be it an app, website, or software.

Reducing Development Costs: Addressing user concerns early in the design phase means fewer post-launch fixes, translating to cost savings.

Enhancing Brand Reputation and Loyalty: Users tend to associate good UX with brand reliability. Such positive experiences foster loyalty and encourage word-of-mouth referrals.

In an article from 2014 Michelle Hughes of Micromedia, points out three elements why UX strategy in business should always be the top priority.


Customers want convenience, they don’t want to be having to constantly learn new systems. Consistency across visual design, interactions and UX content strategy will help your customers move between channels easily, e.g. from their computer to their mobile, without having to relearn how to use your website.


Your customers should be able to complete all actions regardless of the kind of device they are using to access your website. While your mobile site should be optimized for the device and therefore somewhat cut down, the site shouldn’t be restrictive and offer less functionality.

Seamless ability

Ideally, your website should present the ability to complete an action across multiple devices. For example, if a customer places an item in the basket while logged into your site on a smartphone, that same item should still be in the cart if they then go on to login to your site on a laptop. Online user experience should also take into account checkout time, the checkout process and crucially, measurement of your customers’ experience online.

These elements are still true to this day, and point to overarching themes of the practice.

UX in Enhancing Customer Satisfaction

As a design and development company, we frequently have clients ask us “why is UX research important?” and the answer is always the same.

UX is directly proportional to customer satisfaction. Good UX means happy customers. So invest in UX research.

It’s as simple and as complex as that. Several case studies have shown how revamping UX has led to exponential growth in user satisfaction and business metrics.

Amazon: A pioneer in customer-centric design, Amazon constantly iterates its UX to simplify processes, making shopping seamless.

Airbnb: Their intuitive interface and user-friendly design have revolutionized the hospitality industry, attributing a large part of their success to a stellar UX.

A strong user experience can also positively impact business through less direct interactions.

Boosting SEO Rankings

Search engines like Google have begun prioritizing websites that offer stellar user experiences. Faster load times, mobile optimization, and intuitive design can enhance a site’s SEO position.

Mobile Optimization

With more than half of the world’s web traffic now coming from mobile devices, ensuring a responsive design is not just a luxury; it’s essential. A site optimized for mobile means better UX, leading to higher search rankings.

UX’s Contribution to Accessibility

Accessibility stands as a testament to inclusive design, ensuring that everyone, regardless of physical or cognitive abilities, can access and use products or services seamlessly, it’s one of the most ethically focused reasons as to why UX matters.

In the digital realm, inclusive design means creating interfaces that are usable by people with disabilities, be it visual, auditory, motor, or cognitive. By making websites accessible, businesses not only comply with Web Accessibility standards by W3C, but they also expand their potential audience reach. Furthermore, many accessibility guidelines align with UX best practices, ensuring a better experience for all users.

How UX Reduces Bounce Rates

Bounce rate is a metric that indicates the percentage of visitors who navigate away from a site after viewing only one page. A high bounce rate can often be traced back to poor UX. Websites that are difficult to navigate, slow to load, or unresponsive on mobile devices can frustrate users, leading them to exit quickly.

By Implementing user feedback, ensuring fast load times, and making information easily accessible, a business can drastically reduce bounce rates through their user experience. Another indicator as to why good UX is important for modern businesses.

UX as a Competitive Advantage

In today’s saturated market, offering a unique product or service is difficult enough. How customers interact with your digital touchpoints can set you apart from competitors.

Companies that prioritize UX often find themselves ahead of competitors because they offer smoother, more intuitive user journeys. Businesses like Apple, with its guidelines for intuitive UX, have carved out massive market shares, thanks in large part to their focus on user experience.

The importance of User experience

User experience is all about careful measurement and management; you must be aware of your customers’ high expectations and cater for these in order to win new customers and retain those that have previously purchased. From enhancing business metrics to ensuring user satisfaction, the importance of UX is undeniable. In a world where digital is king, investing in UX isn’t just a strategy; it’s a necessity. As technology continues to push boundaries, one thing remains constant: the need for meaningful, intuitive user experiences.

Need more help?

Think it might be time to bring in some extra help?