UX Quotes

Business Quotes

Author Quote
Bill DeRouchey “How can companies better connect to its customers? The answer is simple: Speak like people, not like machines… More and more, people are craving authentic experiences from the world around them, and that means a simple human-to-human connection. In our ‘user experience’ world, this means when people use a website, software, product, etc., people should somehow experience the people that created it. Connection.”
Bill DeRouchey (source)
Bruce Nussbaum “Design, in the end, is about creating better things for people. Along the way, it can generate better profits as well.”
Bruce Nussbaum (source)
Clement Mok “Design, in its broadest sense, is the enabler of the digital era – it’s a process that creates order out of chaos, that renders technology usable to business. Design means being good, not just looking good.”
Clement Mok (source)
Colleen Jones “Usability and technical performance only get you on the playing field. What gives you the winning edge is persuasive, useful content….Let’s get serious about content, for it’s key to helping customers and differentiating our companies, our products, ourselves.”
Colleen Jones (source)
Colleen Jones “View content less as a means of transacting relationships and more as an opportunity to make them flourish. With that perspective, you will be more likely to take the time to craft content that cultivates deeper relationships with your customers–and that can transform them into your advocates.”
Colleen Jones (source)
Dan Saffer “Users will pay a premium for a better, higher quality product that does a better job serving their needs, for instance… A beautiful, easy to use object can often command a higher price, even if the manufacturing cost is the same.”
Dan Saffer (source)
Daniel Szuc “Doing a great job, playing a significant role in your company’s success, and providing ongoing value is about delivering great user experiences. It’s about how your work can add real value for both the business and the people who use your products… It’s about how you can keep design in focus.”
Daniel Szuc (source)
David Armano “Provide an experience that is both useful, usable, desirable, and differentiated and you will create demand for your brand and delight your customers.”
David Armano (source)
Demetrius Madrigal “Deeply understanding their customers is what allows successful companies to think five years ahead of the market and develop products and services that revolutionize the way we live our lives… By understanding the market and the needs of their customers, these companies can develop products customers want and put themselves in the best position to achieve success.”
Demetrius Madrigal (source)
Design Council “By applying good design to products in categories where users have low expectations for visual appeal, functionality or usability, design helps to create entirely new market niches and even new product categories. By delighting users who merely expect to have their functional requirements fulfilled, companies are using design to help breed customer loyalty.”
Design Council (source)
Don Norman “I think a successful company is one where everybody owns the same mission. Out of necessity, we divide ourselves up into discipline groups. But the goal when you are actually doing the work is to somehow forget what discipline group you are in and come together. So in that sense, nobody should own user experience; everybody should own it.”
Don Norman (source)
Eric Reiss “Finally after all these years of preaching that ‘content is king’…companies are going to understand that what is going to drive the business model is creating the shared reference with their customers, making sure that everyone is on the same page and you do that, by and large, through content.”
Eric Reiss (source)
Evan Williams “User experience is everything. It always has been, but it’s still undervalued and under-invested in. If you don’t know user-centered design, study it. Hire people who know it. Obsess over it. Live and breathe it. Get your whole company on board.”
Evan Williams (source)
Fred Beecher “[UX designers] need creativity and vision to [create] a system that helps a business achieve its goals by making it easy and enjoyable for its users and customers to achieve theirs. You need the ability to both envision the big picture and craft the details. You need the creativity to innovate consciously and the drive to encourage innovation in others.”
Fred Beecher (source)
Hartmut Esslinger “The people in business must understand what they can achieve with designers. Designers have to understand that they really must deliver to business not just beautification, or another form of it, but substantial change.”
Hartmut Esslinger (source)
Jakob Nielsen “Good information architecture makes users less alienated and suppressed by technology. It simultaneously increases human satisfaction and your company’s profits. Very few jobs allow you to do both at the same time, so enjoy.”
Jakob Nielsen (source)
James P. Hackett “Design is a form of competitive advantage… Good design allows things to operate more efficiently, smoothly, and comfortably for the user… Customers appreciate good design. While they can’t necessarily point out what specifically makes it good, they know it feels better. There’s a visceral connection. They are willing to pay for it, if you give them a great experience.”
James P. Hackett (source)
Jay Greene “Design is really about the way products and services come to life. The companies that build the most enduring relationships with customers often do so by creating an environment where design flourishes. They have leadership that embraces design, executives who trust their gut and their employees as much as they trust all the data they receive abut their business. To really grasp design is to intuit what customers want, often before customers even know what they want it. That’s not something you can learn in a focus group or an online survey.”
Jay Greene (source)
Jesse James Garrett “Businesses have now come to recognize that providing a quality user experience is an essential, sustainable competitive advantage. It is user experience that forms the customer’s impression of the company’s offerings, it is user experience that differentiates the company from its competitors, and it is user experience that determines whether your customer will ever come back.”
Jesse James Garrett (source)
John Ferrara “UX suffers when we wall ourselves off from the rest of the organization. Getting people from other disciplines involved gives them the opportunity to feel that you’re all working toward a common goal. At the same time, it gives you the opportunity to advocate user-centered thinking and gain that critical buy-in.”
John Ferrara (source)
John Maeda “Technological advances have always been driven more by a mind-set of ‘I can’ than ‘I should’… Technologists love to cram maximum functionality into their products. That’s ‘I can’ thinking, which is driven by peer competition and market forces… But this approach ignores the far more important question of how the consumer will actually use the device… focus on what we should be doing, not just what we can.”
John Maeda (source)
Jono DiCarlo “When software is hard to use, don’t make excuses for it. Improve it. When a user makes a mistake, don’t blame the user. Ask how the software misled them. Then fix it. The user’s time is more valuable than ours. Respect it. Good UI design is humble.”
Jono DiCarlo (source)
Joseph A. Michelli “Ultimately, by incorporating your brand into people’s everyday lives, you are given an amazing opportunity to drive home the message that your company is not just routine, but exceptional”
Joseph A. Michelli (source)
Joseph A. Michelli “When a business defies the traditional, when it ‘colors outside the lines,’ customers often receive exceptional experiences.”
Joseph A. Michelli (source)
Joshua Porter “UX is really just good marketing. It’s about knowing who your market is, knowing what is important to them, knowing why it is important to them, and designing accordingly. It’s also about listening after you’ve designed and adjusting to the changing marketplace: improving the experience of those in your market. It’s easy to recognize this when you consider that users = market. That’s what users are: your users are the market you’re designing for.”
Joshua Porter (source)
Judy McLeish “We can’t forget that customers don’t view a company in terms of silos or business units. They couldn’t care less about how an organization is structured. What they want is an intuitive experience that draws them into an experience that excites their senses.”
Judy McLeish (source)
Kathy Sierra “Give users what they actually want, not what they say they want. And whatever you do, don’t give them new features just because your competitors have them!”
Kathy Sierra (source)
Luke Wroblewski “Designers spend much of their time thinking through problems from the ‘outside in.’ Contrasted with the ‘inside out’ approaches that typify corporate business agendas, this methodology focuses on the perspective of customers and end users when analyzing and crafting solutions. Applying this perspective to strategic work creates more genuine relevance.”
Luke Wroblewski (source)
Mark Parker “Designers are by nature more inquisitive, more connected. They dig a little deeper in terms of insights. They turn those insights into innovation. That connection to the consumer is absolutely critical in driving innovation. It’s critical that design isn’t subjugated to the back room as a short order cook for marketing or for merchandising or sales. It has to be up front.”
Mark Parker (source)
Marty Neumeier “Innovation lies at the heart of both better design and better business. It magnifies drive inside the organization. It slashes the costs of inefficiency, duplication, and corporate ennui. It confers the ability to produce uncommon, yet practical, responses to real problems.”
Marty Neumeier (source)
Marty Neumeier “For businesses to bottle the kind of experiences that rivet minds and run away with hearts, not just one time but over and over, they’ll need to do more than hire designers. They’ll need to be designers. They’ll need to think like designers, feel like designers, work like designers. The narrow-gauge mindset of the past is insufficient for today’s wicked problems. We can no longer play the music as written. Instead, we have to invent a whole new scale.”
Marty Neumeier (source)
Michael Bierut “I’ve come to believe strongly that one of the roles of design is to bring humanity, intelligence and beauty to the world of business, and indeed to everyday life. In my experience, good clients and good designers don’t see this goal as being opposed to–or even separate from–achieving business goals, but rather an integral part of it.”
Michael Bierut (source)
Mike Kuniavsky “Your customers are not you. They don’t look like you, they don’t think like you, they don’t do the things that you do, they don’t have your expectations or assumptions. If they did, they wouldn’t be your customers; they’d be your competitors.”
Mike Kuniavsky (source)
Nathan Shedroff “Designers need to be more than ambassadors, they need to be fully functioning and fully aware members of strategic decision-making teams in a company.”
Nathan Shedroff (source)
Nathan Shedroff “There is no one, right way to design or develop anything. To a large degree, it needs to reflect the culture — especially the innovation culture — of a company.”
Nathan Shedroff (source)
Nick Finck “Businesses that have increased their investment in the customer experience over the past three years report higher customer referral rates and greater customer satisfaction.
Nick Finck (source)
Niko Nyman “Remarkable experiences leave a mark–whether the experience is remarkably good, or remarkably bad. These memories are mind-share, essentially brand equity, the capital of brands.”
Niko Nyman (source)
Peter Merholz “Think of design as an activity that anyone in the organization can engage with… design is not the purview of some special elite group. Design needs to be embedded as a competency within an organization – something that everybody can get involved with.”
Peter Merholz (source)
Peter Merholz “Design supports an open approach in which anyone in the organization can participate to generate solutions, make insightful and meaningful decisions, and build empathetic services that address needs that customers themselves may not know they have.”
Peter Merholz (source)
Peter Morville “Executives can no longer afford to formulate strategy without embracing user experience, and to the extent their offerings include web sites, software products, and interactive services, these leaders (or their successors) must understand the complex interplay between strategy, scope, structure, semantics, skeleton, and surface. They must become experience executives, in concept if not in name.”
Peter Morville (source)
Peter Morville “As practitioners, we can’t be content to paint within the lines drawn by managers. We must have the courage and creativity to ask whether our products and systems are useful, and to apply our deep knowledge of craft and medium to define innovative solutions that are more useful.”
Peter Morville (source)
Rahul Sen “Now more than ever in increasingly complex, transient times, the need for holistic experiences is vital… To approach such design as a ‘whole’ ” we need to understand the varying concepts of time and data through the perspectives of cohabitants, technology and business interests alike… We must constantly re-think our process to become melting pots of ideas, perspectives and skills that not only drill deep, but also wide.”
Rahul Sen (source)
Robert Brunner “You don’t sacrifice the experience for growth; you drive growth from the quality of the experience.”
Robert Brunner (source)
Robert Brunner “Successful businesspeople in all fields endeavor to understand that they are in the business of designing a total customer experience. We call this the customer experience supply chain. The physical product or service is a central part–but, alone, not a sufficient part–of the equation for lasting success. Design is everyone’s job. Doing good design takes more than good designers. It takes a commitment from everybody in the company–soup to nuts, end to end.”
Robert Brunner (source)
Sara Beckman “The members of [cross-functional] teams have to listen carefully to the language used by the other team members, thoughtfully present their own work in terms that the others can understand and over time build enough trust and understanding of one another that they can value, integrate and leverage one another’s expertise… Just as you might do in preparing yourself to visit another country or another culture, design and business leaders must take the time to understand a bit about the place they are visiting–a little of the language, the customs, the ways of thinking.”
Sara Beckman (source)
Sohrab Vossoughi “Choice-fatigued consumers are not looking for another product that hasn’t taken their true needs and desires into consideration. They are looking for companies in which to believe and give their allegiance. They are looking for experiences that cater to their deep-seated desires. This type of engagement requires much more than the latest technological breakthrough: It requires emotional engagement.”
Sohrab Vossoughi (source)
Stephen Anderson “User experience is about so much more than taking orders… We are uniquely trained to represent the needs and desires of our customers, in a way that other groups cannot. Marketing demographics and functional specs cannot tell me if our customers are going to be delighted by the design decisions we are making… In this sense, we have one of the most valuable jobs inside our organization: We represent the customer.”
Stephen Anderson (source)
Steve Baty “User experience is something that cuts right across the organization. It is the tangible manifestation of the organization’s reason for being, translating the brand values into a series of identifiable and actionable experience characteristics. To execute a UX strategy requires the coordinated efforts of the entire organization, and, as such, should sit close to the centre of the organization’s overall strategy.”
Steve Baty (source)
Tara Mullaney “What has been and always will be true about Design Research is its consideration of people. The future lies not in ignoring needs, but in broadening our horizons. We need to think about more than just insights. We need to be collaborators and co-creators not only with the companies we are designing for, but also the communities and individuals we are researching.”
Tara Mullaney (source)
Tim Brown “Most business processes are about making choices from a set of existing alternatives. Clearly, if all your competition is doing the same, then differentiation is tough. In order to innovate, we have to have new alternatives and new solutions to problems, and that is what design can do.”
Tim Brown (source)
Timothy Smith “Users should feel comfortable when they visit your site. They should feel that your site is designed, arranged and filled with logical information that they know how to get to. When you are consistent you make your users happy which will compel them to return.”
Timothy Smith (source)
Tom Dair “Savvy design strategists, design researchers, and designers not only seek to deeply understand the client’s business and the end user’s needs of the product, but they also try to deeply understand the connected (and not so connected) interrelationships that factor into the success or failure of the potential offering.”
Tom Dair (source)