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The Real Cost of Poor User Experience in Business Tech

Technology is such a normal part of our daily lives that we often don’t realize just how much time we spend using it. Back in 2014, 60% of employees reported using mobile apps for work-related tasks. By 2018, that number had risen to at least 80%, as reported by McKinsey. Communication technology, in particular, is pervasive throughout the professional world—and when it works well, it can boost productivity immensely. But when it doesn’t work well—when a clunky user experience makes using technology into a time sink—the costs start mounting quickly.

Here are the key facts that illustrate the profound importance of user experience (UX) in business tech.

When it Works, You Profit

Many analyst groups have calculated the ROI of video conferencing. They’ve found that companies can use video conferencing tools to unlock:

  • 60% year-over-year expense reductions
  • 3x productivity gains for remote and off-site workers
  • 23% improvement in time-to-market

These numbers are exciting! They represent serious productivity and profit gains that any business would be proud to report. However, these benefits can be realized only with the right technology. Cumbersome technology can negate them easily.

When it Doesn’t Work, Your Tech Can Cancel Out its Own ROI

According to a Harvard Business Review survey of IT leaders, 54% say that technology has helped boost productivity “to a great extent.” However:

  • Nearly 40% say their systems make it harder, not easier, for their employees to work quickly.
  • 30% say their technology makes it harder, not easier, to collaborate.
  • Only about 33% of respondents say their technology is helping drive key business outcomes. (For example, attracting and retaining customers, growing revenue, and improving profit margins).

These results indicate that while technology is important for productivity and growth, things can quickly go south, creating unanticipated overhead and waste. If technological tools aren’t user-friendly, the cost of that poor UX can cancel out any bottom-line benefits that the technology offers.

Want Productivity and Profit?

To optimize UX for our business collaboration tools, the GlobalMeet product design team executed user surveys and conducted extensive real-life user testing. The result was that 100% of our testers were able to navigate the interface easily, and we received many comments on the intuitiveness of the experience.

Don’t make the mistake of letting your technology stand in the way of efficient communication. No business can afford it.

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