User experience is more than just good design
Digital applications that are factually accurate and technically sound often fail to deliver the impact one might hope for from a technical and strategic perspective. The reasons for this usually lie in an insufficient focus on the real-world context of use – in other words, an application that is difficult to navigate. The consequences are low acceptance, user frustration, increased support costs and costly rework after the application goes live. In this context, the value and impact of a good user experience (UX) are often misjudged.
UX is usually reduced to interface design and is often regarded as an optional design service. However, UX and the development of a coherent service design determine whether users understand a digital product, trust it and whether it actually fulfils its purpose. It is therefore a key quality factor and an effective tool for maximising success in the implementation of digital projects.
UX as a methodological component of digital projects
However, a good user experience does not emerge at the end of a project, nor is it the result of individual design decisions. It arises from a systematic, user-centred approach throughout the entire course of the project.
- It all starts with understanding. Who uses the system? In what context? With what goals, expectations and constraints? User research and needs analysis lay the foundation for testing assumptions and uncovering genuine requirements from the user’s perspective.
- Building on this, the focus shifts to structure: a purpose-built information architecture ensures that content is logically organised, easy to find and understandable.
- Next, interaction design translates technical processes into clear, efficient workflows that are aligned with users’ mental models – not with the system’s logic.
- Only then does the design phase follow. And even this is not an end in itself, but part of an iterative process.
Usability tests reveal at an early stage where concepts are failing, misunderstandings arise or barriers exist. Corrections can therefore be made where they are cost-effective and impactful: at the concept stage, not during operation. This process is complemented by accessibility checks, which ensure that digital services are accessible to everyone.
So before we talk about colours, components and layouts, we need understanding, structure and testing.
Why the value of UX can be measured
User experience is not an abstract ideal of quality. It creates tangible, measurable added value – for users as well as for the provider. A consistently user-centred design leads to greater acceptance, because services are perceived as helpful, understandable and supportive. Clearly structured and intuitive applications significantly reduce the need for training and support. Consistent interactions provide guidance and build trust, particularly in complex specialist applications or safety-critical contexts.
Accessibility is also a key component of good UX. It not only ensures that legal requirements such as the Accessible Information Technology Regulation (BITV) or the Accessibility Enhancement Act (BFSG) are met, but also fundamentally improves the quality of the user experience. Easy-to-understand language, clear contrasts, intuitive navigation and robust interactions benefit all users – regardless of individual limitations. In the public sector in particular, UX is therefore a crucial element of good administrative performance.
Economic and sustainable benefits of good UX
Viewed purely from an economic perspective, UX delivers value where projects would otherwise become costly. Poor decisions, which only become apparent during development or after going live, result in high costs. UX methods bring these insights forward to the early stages of a project, thereby reducing the effort required for changes and providing planning certainty. Clear concepts thus accelerate development, because when requirements are understood, structures are clarified and interactions are well thought out, technical teams can work more efficiently. In operation, providers benefit from reduced support workloads and higher user productivity. Last but not least, a good user experience therefore has a direct impact on the success of digital solutions: applications that are perceived positively are more widely accepted, used more frequently and, in the case of apps for example, are also purchased and installed more often.
Conclusion: Why UX and accessibility must be considered at an early stage
Digital services are not judged by their technical elegance, but by their acceptance, efficiency and (economic) impact. User experience ensures that technologies fulfil their purpose – for people. So, by factoring in UX and accessibility from the very beginning, you can cut costs, improve quality and reduce the risks of your digital product or service failing. UX is therefore not merely a design issue, but an indispensable strategic foundation for successful, future-proof digitalisation.
Find out more
Digital Experience
