Take the 2-minute tour ×
User Experience Stack Exchange is a question and answer site for user experience researchers and experts. It's 100% free, no registration required.

In our field we continue to sell our product in terms of better user experience, easier to complete tasks, less pressure on user and so on. We do that being convinced that it benefits our customers and employers. This is great, because we make the digital world better and easier and more joyful.

Marketers also sell products and solutions to company to solve problems and issues. They too have a vision and a concept of a better digital world, but from a different facet. I’m often stunned by how they accomplish tasks and gain rightful trust by the customers.

Sometimes marketers and user experience experts are colliding; sometimes they work side by side in collaboration. But from a general notice – which marketing activity gets the best conversion rate marketing or UX? Does a dollar spent on UX make more ROI than a dollar spent on marketing?

enter image description here

share|improve this question
1  
That'd be a really tough one to call. I'm sure there's a sort of see-saw effect where beyond a certain point your product's UX is SO BAD any UX work out performs marketing, and a point where your product is so good improving it won't increase usage more than marketing would. –  Ben Brocka May 23 '12 at 20:43
    
@BenBrocka I know - that's why this question exists. Hopefully someone on this Q&A have an answer to this question – because I think it’s an important one. At least that’s where our shareholder is driving us. –  Benny Skogberg May 23 '12 at 20:59
1  
+1 great question –  greenforest May 24 '12 at 7:25
1  
+1 This was surely an interesting subject to discuss, and I like the look of the answers so far. –  AndroidHustle May 24 '12 at 8:43
add comment

6 Answers 6

up vote 22 down vote accepted
+50

Marketing = UX…

There is a remarkable amount of overlap between modern marketing and UX. Marketing is more than advertising and sales. It also includes market research, which identifies what would be useful, valuable, and desirable to consumers. Modern marketing also participates in developing the products themselves, ensuring they meet their target “value propositions.” Marketers may test prototype products on consumers and provide feedback to development. All very much like user-centered design.

“Emotional design” and desirability have been parts of marketing long before UX got into it. Advertising, placement, and promotion are equivalent to UXers designing for findability, persuasion, and trust. The very word “conversion” comes from marketing.

Back in the 1980s, well before the web, there was a revolution in marketing, characterized by a shift away from “pushing” existing products onto consumers, to fulfilling consumers’ real needs through research and innovation. In this approach, the marketer is the “customer advocate” in the business. Sounds familiar, doesn’t it?

…Except for the Scale

The difference between marketing and UX is the scale of operations and units of analysis, with marketing concerned with more broad and abstract product features and consumer characteristics, while UX covers details down to each click and pixel. Thus, the two are neither redundant nor in competition with each other, but compliment each other. I don’t think you can say which is better for getting conversions or promoting user satisfaction any more than you can say whether finance or accounting are more important for handling money for the business. Both have a role.

Beware, Young Skywalker

I don’t think there’s a conflict between marketing and UX, but there is a conflict between the light and dark side in both UX and marketing. When seduced by the dark side, both marketers and UXers pursue conversions at the cost of a truly positive consumer/user experience. What you may see as a conflict between marketing and UX may really be a conflict between Dark Marketing and Light UX. However, there’s conflict between Dark UX and Light UX too. Some have used the Force of UX to persuade users of something they shouldn’t believe or earn their trust in something untrustworthy.

Better ROI?

Whether you’re talking marketing or UX, I believe the light side is usually better for most businesses in the long run. Usually. Most businesses. But not always for everyone. In certain situations the dark side will get you more money. That doesn’t make it right, however.

I’ve more on marketing, UX, and ethics at A Man of Wealth and Taste. For a non-technical intro to modern marketing, I recommend Kotler on Marketing.

share|improve this answer
    
+1 Excellent points as always on your answers. I like the distinction and reasoning between light and dark UX|Marketing! –  Benny Skogberg May 24 '12 at 6:58
    
+1 A very insightful answer, and very clever put together... I'll have a look at your article when I get the time, it does look intriguing! –  AndroidHustle May 24 '12 at 8:35
    
I think once you broaden the the definition of marketing as you have in your first paragraph, you start to home in on the field of Customer Experience (CX), and Service Design - and oh yes, that is very relevant and topical to the field of User Experience at the moment. UX and CX are different things but natrual allies, with the middle ground perhaps being Strategic UX –  Roger Attrill May 24 '12 at 14:11
    
+1 for an insightful and entertaining answer –  Michael Heraghty May 27 '12 at 9:40
1  
Speaking of dark UX, I find wiki.darkpatterns.org/Home both enlightening and fun to read. –  Alvin May 29 '12 at 10:19
add comment

I'll start this answer with a quote from Richard Reed, co-founder of Innocent Smoothies (the fruit drinks):
"90% of our marketing strategy goes into the bottle."

Innocent is not a digital company though - the point is that they invest a lot into the product quality.

Marketing is way more efficient (aka delivering better conversion rates) if the promise made in the marketing messages (usually: "Our product is great") is kept by the product itself. And many successful digital products distinguish themselfs by great UX.

I've seen products failing presumeably due to bad UX, even though great marketing efforts have been made. And I saw products failing that had great UX - some because of a mismatch in product-market-fit. Some failed because the world never got to know about the product, as a result of the absence of good marketing, PR etc.

That said, I think a valuable product with a great user experience is the precondition for efficient marketing and makes the job of marketing much easier. The ROI of marketing activities for a good or great product is certainly higher than for bad products.

Back to the Innocent example:
Customers loved these smoothies and since they loved them so much, they would tell their friends, and they would buy them too. This is word-of-mouth marketing and the same holds true for great digital products, which we usually call "going viral".

My summary:
Spend your budget on building a valuable product with great UX first and safe a part of the budget to do marketing then - as a result the ROI on the marketing budget spent will be much higher.

share|improve this answer
    
+1 That’s a wise answer. And I agree, this is an unusual question for this site. But that’s what I try to do here – expand the Q&A on UX because I feel it deserves greater attention. Questions regarding button placement and strict design issues are valuable too, but the abstract and meta-like questions possibly make us think different and we might reflect of what we do every day. –  Benny Skogberg May 24 '12 at 6:58
    
And I see you have gotten yourself a profile image! Nice! :-) –  Benny Skogberg May 24 '12 at 7:08
1  
@BennySkogberg I didn't mean to say this is an usual question but rather unusual to use this Inncocent smoothi example. Your question is excellent and a good fit! –  greenforest May 24 '12 at 7:24
1  
@BennySkogberg Hm, talking about profile image and the UX of Gravatar is worth another thread. But yes, first step on the way to a better username :P –  greenforest May 24 '12 at 7:24
1  
The Gizmondo fiasco is a great example of a product that received tons attention from marketing efforts and PR trick shows but failed horribly due to terrible UX. –  AndroidHustle May 24 '12 at 8:41
add comment

It's a struggle monetizing UX to begin with. I think finding a dollar-for-dollar comparison with Marketing is going to be tough.

That said, I think you still need both. And, sadly, when you can't have both, often marketing is the better investment.

I base that statement on the simple fact that there is a LOT of bad products out there with atrocious UX that seem to thrive in spite of that--and that's typically via marketing.

Some companies thrive by focusing on UX. Apple is perhaps one of the flag bearers of that model. But they still seem to be the exception rather than the rule.

share|improve this answer
    
+1 There is always a struggle between different disciplines of who’s getting the bigger share of the invested capital. I know this one is a tough call. In my opinion, based on pure assumptions, I think marketing dollar is considered more valuable in the short run and UX dollar in the long run. But I don’t know. –  Benny Skogberg May 24 '12 at 6:58
add comment

This takes into account the marketing / UX cross over. I see UX crossing over into many functions that already exist within a business. This is the reason that many business feel that they are doing UX because the concepts that make up UX artefacts and deliverables have been produced by already established departments.

Like already noted in the answers each department within a business is subtly different and reports appropriately to answer their own remit. UX is the sum of all of this knowledge unless its used together to answer the wider questions and demands UX as a practice is unable to deliver the expected results.

I get to talk to many departments and functions within the companies I work with, when I succeed and the conversions start providing answers my agency rapidly gains respect as we are linking people and data together with the organisation that otherwise would remain in unconnected silos and databases.

share|improve this answer
    
+1 for the argument on cross over disciplines. I also see this in my daily work. But there is a difference. Just because you know the software Balsamiq, doesn't men you make great Wireframes and prototypes. And that I think is the difference between real UX work and want-to-be UX work. –  Benny Skogberg May 24 '12 at 18:26
add comment

How many of us know a product with a terrible UX but became successful in their market? That is when the product functionality overcame the UX. It's the dancing bear, as Cooper (2004, p.26) calls it as when a great idea triumphs over poor design. The notion of dancing bear overlooks the fact that the bear is actually a terrible dancer. A successful poor UX product is not necessarily a marketing victory. Sometimes the product just offers functionality that is so important (value) to the user that UX fades into the background.

UX and marketing should not mix, except for when you are briefing to the marketing people the benefits your UX has to the users. In the end, it will be the marketing department that will decide if the UX information is valid or not for them. We can say that all depends on the company's strategies and how they want to present that product to the users. Unfortunately, not every company has UX in the centre of their goals.

And about ROI, your answer is already here in a previous question on this site: What is the ROI of UI or UX design?

share|improve this answer
    
+1 A really great answer to this question! I agree to a lot of your arguments, and you are close to @DA01 answer. However I'm not asking for the ROI on UX. I'm asking if the ROI of UX is better than the ROI of marketing. Related? Yes, but not the same. –  Benny Skogberg May 24 '12 at 18:20
    
Fair enough. Now that the ROI part is clear to me, I'll say that you shouldn't try to compare UX ROI with marketing ROI. Because you will always need marketing to promote your product. Imagine you have the best UX in the world, but it is hidden in a jungle. No one will know about your fantastic product, right? See Apple for example. They have fantastic UX products, but they have a good marketing too. Having said that, I think great UX products need less 'effort' from the marketing team to promote. But this is just my guess. –  Daniel May 25 '12 at 1:05
add comment

"Marketing is to create a customer" (Peter Drucker)

"UX is to create a happy customer" (Me)

share|improve this answer
add comment

Your Answer

 
discard

By posting your answer, you agree to the privacy policy and terms of service.

Not the answer you're looking for? Browse other questions tagged or ask your own question.