It’s about the value of care and love in design, the huge impact of emotions in our work, and just how dangerous it is to articulate the value of design in numbers or metrics.
No business can be successful without successful customers. Yet in so many projects, I had to find inventive ways and strategies to make a strong case for UX research, accessibility, inclusive design, and good UX work.
Without it, all UX efforts seem uncomfortably mysterious to decision-makers, and thus — unfortunately — often not worth the investment. Conversations about design KPIs change that on the spot.
But of course UX is much more than that. Once we make that argument and get a buy-in, that’s where magic begins. With embedding value and care into the product and help people feel appreciated, understood, thought of. We just need to get there first — and that path is often anything but walk in a park.
