In today’s digital workplace, software is more than just a tool – it’s an integral part of how businesses operate.
Yet, too often, organisations invest heavily in functionality, security, and performance while underestimating one critical factor: user experience (UX).
Good UX isn’t just about aesthetics; it’s about efficiency, productivity, and engagement. When software frustrates rather than facilitates, it silently taxes the business in ways that are easy to overlook but costly to ignore.
Seeing UX through the eyes of real users.
There’s a moment every developer or IT leader dreads – the first time real users interact with their system. That “intuitive” button placement? Overlooked. That “streamlined” process? Confusing. That “self-evident” feature? Undiscovered.
The problem is simple: developers, product managers, and IT teams build software based on what makes sense to them, but end users bring different expectations and behaviours.
Consequently, employees struggle with inefficient interfaces, leading to frustration, workarounds, and unnecessary complexity.
This isn’t just an inconvenience – it’s an operational cost.
The unseen financial toll of poor UX.
When businesses assess software investments, they often focus on licensing fees, implementation costs, and maintenance. But what about the hidden costs? Consider the following:
Training overhead
Poor UX means employees need more training, which drains time and resources.
Productivity losses
Confusing interfaces slow people down, leading to hours of wasted time each week.
Increased support costs
IT helpdesks become flooded with queries that wouldn’t exist if the software was designed intuitively.
Adoption resistance
Employees bypass poorly designed systems in favour of inefficient workarounds.
Employee morale & retention
Frustrating tools don’t just slow work; they drive good employees away.
While industry sources frequently cite impressive returns on UX investment (with some claims suggesting returns of up to £100 for every £1 spent), the tangible business benefits are clear. Yet, many businesses persist with outdated or poorly designed interfaces, paying a silent “UX tax” that compounds over time.
The ‘Beauty Premium’: Why aesthetics matter.
User experience isn’t just about usability – it’s also about perception. The Aesthetic-Usability Effect, a well-documented psychological principle, shows that users perceive attractive designs as easier to use – even when functionality remains unchanged.
Consider Apple’s success. While their devices offer similar technical capabilities to competitors, their user-centric design makes them more desirable and intuitive.
The same applies in business software: a clean, modern interface encourages engagement and productivity.
For organisations managing legacy systems, this insight is invaluable. A UX refresh – even without major backend changes – can improve user adoption and efficiency, extending the life of existing software investments.
The productivity drain of clunky software.
A CFO trying to cut costs might see UX investment as a luxury. But consider this:
If an employee wastes just 5 minutes per day due to inefficient software, that’s over 20 hours per year per person.
In a 500-person company, that equates to 10,000+ wasted hours annually – the equivalent of five full-time salaries lost to bad UX.
This hidden productivity drain doesn’t show up in traditional cost analysis, but it’s one of the most significant operational inefficiencies businesses face.
UX as a talent filter: The impact on hiring & retention.
Software isn’t just about completing tasks – it’s a reflection of workplace culture. Modern professionals, particularly those from Gen Z and younger millennial generations, judge employers by the tools they provide. A company with outdated, frustrating systems sends a clear message: employee experience isn’t a priority.
Poor UX can subtly filter out top talent. The best employees don’t just tolerate inefficiency – they move on to organisations that value their time and productivity.
A modern, intuitive software environment isn’t just an operational asset – it’s a recruitment and retention tool.
Breaking the cycle:
Practical steps to improve UX.
Many organisations feel trapped by legacy systems or assume a full rebuild is the only way forward. That’s not always the case. Here’s how businesses can make immediate UX improvements without major overhauls:
Introduce a modern UI layer
A user-friendly front-end redesign can dramatically improve usability without changing core functionality.
Prioritise user testing
Observing real employees using software uncovers pain points that developers might never notice.
Invest in UX expertise
Engaging professional UX designers can transform systems, improving efficiency and satisfaction.
Measure the right metrics
Track employee productivity, support tickets, and adoption rates to quantify UX impact.
Adopt continuous improvement
UX isn’t a one-time fix. Ongoing iteration ensures software remains aligned with user needs.
The business case for UX investment.
The best UX isn’t noticed – it just works. Employees get their jobs done without frustration, support tickets decline, and productivity increases. When UX is neglected, the reverse happens: slow adoption, operational inefficiencies, and disengaged employees.
For businesses looking to modernise without a full rebuild, a strategic UX investment is one of the highest-impact, lowest-risk improvements they can make.
The question isn’t “Can we afford to improve UX?” – it’s “Can we afford not to?”