Calculating and communicating the ROI of UX research in your organization

Insights Unlocked

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Episode Overview: In this engaging episode of the Insights Unlocked podcast, Nathan Isaacs and UserTesting CEO Andy MacMillan welcome Dave Kerry, Global Value Engineering Director at UserTesting. They dive deep into the vital topic of quantifying and communicating the return on investment (ROI) of user experience (UX) research. Dave shares insightful strategies and real-world examples illustrating how UX research can directly influence business growth and product development.

What You’ll Learn:

• The Role of Value Engineering in UX: Understand how Dave Kerry’s role as a value engineer helps bridge the communication gap between UX teams and executive leadership, ensuring that the value of UX research is recognized and properly utilized.
• Importance of Demonstrating UX ROI: Discover why it's crucial for businesses to see the tangible benefits of UX research, especially in securing continued investment and avoiding budget cuts or layoffs.
• Real-World Impact of UX Decisions: Dave shares a compelling case study from the banking sector, highlighting the consequences of neglecting user input in product development.
• Best Practices for UX Teams: Learn how to align UX research outcomes with broader business objectives and effectively communicate these benefits to stakeholders to secure buy-in and funding.
• Advice on Measuring and Reporting UX Impact: Gain insights into practical methods for measuring the impact of UX initiatives and how to present this data to resonate with an executive audience.
• Discussion on Trends in UX Research: Explore current trends in UX research and how companies can adapt to stay competitive by focusing on customer-centric product development.

Featured Guest: Dave Kerry, Global Value Engineering Director at UserTesting

Host: Nathan Isaacs, Senior Manager for Content Production at UserTesting

Co-host: Andy MacMillan, CEO of UserTesting

Episode Highlights:

1. Dave's Background and Role: Introduction to Dave’s professional journey and his current role in making UX research indispensable to business strategies.
2. ROI of UX Research: Dave shares insights from having worked with nearly 350 UserTesting customers and how they typically earn a 5x to 7x ROI on their UX investments through four primary value drivers.
3. Case Study – Banking Sector: A detailed look at how ignoring customer preferences in the digital space can lead to significant financial losses and brand damage.
4. Strategies for UX ROI: Dave outlines strategies for UX teams to demonstrate their research's value, ensuring it aligns with and supports key business objectives.
5. Future of UX Research: Discussion on the evolving landscape of UX research and the importance of staying ahead of the curve in a rapidly changing digital environment.

Thank You for Tuning In! If you enjoyed this episode, please share it with your colleagues and friends interested in enhancing their UX strategies. Don't forget to subscribe to Insights Unlocked for more insightful discussions on UX research and digital product design.

Links and Resources:

• UserTesting Website
• Connect with Dave Kerry on LinkedIn
• Follow Andy MacMillan on LinkedIn
• Follow Insights Unlocked on social media

This episode is brought to you by UserTesting: Experience what your customer experiences with real-time feedback and insights from actual users.