{"id":25703,"date":"2026-03-03T22:21:43","date_gmt":"2026-03-03T20:21:43","guid":{"rendered":"https:\/\/pointofnew.at\/glossary\/user-experience-ux\/"},"modified":"2026-03-06T15:36:35","modified_gmt":"2026-03-06T13:36:35","slug":"user-experience-ux","status":"publish","type":"page","link":"https:\/\/pointofnew.at\/en\/glossary\/user-experience-ux\/","title":{"rendered":"User Experience (UX)"},"content":{"rendered":"<div style=\"background:#f0f4f8;padding:20px 24px;margin-bottom:32px;border-radius:12px;\">\n<p style=\"font-weight:700;font-size:1.1em;margin-bottom:8px;\">Key Takeaways<\/p>\n<p><strong>User Experience (UX)<\/strong> encompasses the entire experience a user has when interacting with a product, website, or service \u2013 from initial perception to long-term satisfaction. Good UX combines usability, aesthetics, and functionality. In digital marketing, UX increases the <a href=\"https:\/\/pointofnew.at\/en\/glossary\/conversion-rate\/\">conversion rate<\/a>, reduces <a href=\"https:\/\/pointofnew.at\/en\/glossary\/churn-rate\/\">churn<\/a>, and improves the <a href=\"https:\/\/pointofnew.at\/en\/glossary\/customer-experience-cx\/\">customer experience<\/a>. For <a href=\"https:\/\/pointofnew.at\/en\/glossary\/sme-digitization\/\">SMEs<\/a>, UX optimization is an underestimated competitive advantage.   <\/p>\n<\/div>\n<nav style=\"background:#fff;border:1px solid #e2e8f0;padding:16px 24px;margin-bottom:32px;border-radius:8px;\">\n<p style=\"font-weight:600;margin-bottom:8px;\">Table of Contents<\/p>\n<ul style=\"list-style:none;padding:0;margin:0;\">\n<li style=\"padding:4px 0;\"><a href=\"#definition\" style=\"text-decoration:none;color:#0e6b99;\">1. Definition: What is User Experience?<\/a><\/li>\n<li style=\"padding:4px 0;\"><a href=\"#bestandteile\" style=\"text-decoration:none;color:#0e6b99;\">2. Components of Good UX<\/a><\/li>\n<li style=\"padding:4px 0;\"><a href=\"#ux-cx\" style=\"text-decoration:none;color:#0e6b99;\">3. UX vs. Customer Experience<\/a><\/li>\n<li style=\"padding:4px 0;\"><a href=\"#einfluss\" style=\"text-decoration:none;color:#0e6b99;\">4. Impact of UX on Business Metrics<\/a><\/li>\n<li style=\"padding:4px 0;\"><a href=\"#praxisbezug\" style=\"text-decoration:none;color:#0e6b99;\">5. Practical Relevance: UX in DACH Mid-sized Companies<\/a><\/li>\n<li style=\"padding:4px 0;\"><a href=\"#schritt-fuer-schritt\" style=\"text-decoration:none;color:#0e6b99;\">6. Step-by-Step: Improve UX<\/a><\/li>\n<li style=\"padding:4px 0;\"><a href=\"#faq\" style=\"text-decoration:none;color:#0e6b99;\">7. Frequently Asked Questions<\/a><\/li>\n<li style=\"padding:4px 0;\"><a href=\"#verwandte-begriffe\" style=\"text-decoration:none;color:#0e6b99;\">8. Related Terms<\/a><\/li>\n<\/ul>\n<\/nav>\n<h2 id=\"definition\">1. Definition: What is User Experience?<\/h2>\n<p><strong>User Experience (UX)<\/strong> describes the sum of all impressions and experiences a user has when interacting with a digital product (website, app, software) or a physical product. UX encompasses not only the user interface (UI) but also emotions, expectations, and perceived usefulness. <\/p>\n<p>The term was coined by Don Norman and consciously goes beyond pure usability: an application can function perfectly technically, but still offer a poor UX if it does not meet the user&#8217;s expectations or emotional needs.<\/p>\n<p>In the context of <a href=\"\/glossar\/geschaeftsmodell-innovation\/\" style=\"color:#1a5276;text-decoration:none;\">business model innovation<\/a>, UX is a strategic differentiator: companies with superior UX win customers because they solve problems more simply, quickly, and pleasantly than the competition. <a href=\"https:\/\/pointofnew.at\/en\/glossary\/design-thinking\/\">Design Thinking<\/a> is a proven method for developing user-centric UX.<\/p>\n<h2 id=\"bestandteile\">2. Components of Good UX<\/h2>\n<ul>\n<li><strong>Usability<\/strong>: Can the user complete their task easily and efficiently? Intuitive navigation, clear structure, minimal learning curve. <\/li>\n<li><strong>Utility<\/strong>: Does the product solve a real problem? Does it offer the functions the user needs? <\/li>\n<li><strong>Desirability<\/strong>: Is the design appealing? Does it inspire trust? Does it fit the <a href=\"https:\/\/pointofnew.at\/en\/glossary\/brand-positioning\/\">brand positioning<\/a>?  <\/li>\n<li><strong>Accessibility<\/strong>: Can all users \u2013 regardless of limitations \u2013 use the product?<\/li>\n<li><strong>Findability<\/strong>: Does the user quickly find what they are looking for? Good <a href=\"https:\/\/pointofnew.at\/en\/glossary\/seo-search-engine-optimization\/\">SEO<\/a> and internal structure are part of this. <\/li>\n<li><strong>Credibility<\/strong>: Does the site appear trustworthy? <a href=\"https:\/\/pointofnew.at\/en\/glossary\/e-e-a-t-experience-expertise-authority-trust\/\">E-E-A-T<\/a> signals and professional design strengthen credibility.<\/li>\n<li><strong>Performance<\/strong>: Fast loading times, smooth interactions, no technical errors.<\/li>\n<\/ul>\n<h2 id=\"ux-cx\">3. UX vs. Customer Experience<\/h2>\n<p>UX and <a href=\"https:\/\/pointofnew.at\/en\/glossary\/customer-experience-cx\/\">Customer Experience (CX)<\/a> are often confused but differ in scope:<\/p>\n<ul>\n<li><strong>UX<\/strong>: Focuses on interaction with a specific product or digital <a href=\"https:\/\/pointofnew.at\/en\/glossary\/touchpoint\/\">touchpoint<\/a> (e.g., website, app, dashboard).<\/li>\n<li><strong>CX<\/strong>: Encompasses the entire <a href=\"https:\/\/pointofnew.at\/en\/glossary\/customer-journey\/\">customer journey<\/a> \u2013 from initial perception to purchase to after-sales service, across all channels.<\/li>\n<\/ul>\n<p>UX is a building block of CX: excellent website UX improves the overall customer experience, but CX also includes offline <a href=\"https:\/\/pointofnew.at\/en\/glossary\/touchpoint\/\">touchpoints<\/a> such as personal consultations, phone support, or events.<\/p>\n<h2 id=\"einfluss\">4. Impact of UX on Business Metrics<\/h2>\n<p>UX improvements have a direct impact on key <a href=\"https:\/\/pointofnew.at\/en\/glossary\/kpi-key-performance-indicator\/\">KPIs<\/a>:<\/p>\n<ul>\n<li><strong><a href=\"https:\/\/pointofnew.at\/en\/glossary\/conversion-rate\/\">Conversion Rate<\/a><\/strong>: Intuitive forms, clear CTAs, and fast loading times measurably increase conversion. Every second of loading time improvement can increase CR by 7%. <\/li>\n<li><strong><a href=\"https:\/\/pointofnew.at\/en\/glossary\/churn-rate\/\">Churn Rate<\/a><\/strong>: Frustrating UX is one of the most common reasons for customer churn in software products.<\/li>\n<li><strong><a href=\"\/glossar\/nps\/\" style=\"color:#1a5276;text-decoration:none;\">NPS<\/a><\/strong>: Positive UX experiences drive the Net Promoter Score and thus the willingness to recommend.<\/li>\n<li><strong><a href=\"\/glossar\/clv\/\" style=\"color:#1a5276;text-decoration:none;\">CLV<\/a><\/strong>: Customers who enjoy using a product stay longer and buy more.<\/li>\n<li><strong>SEO<\/strong>: Google evaluates user signals (time on site, bounce rate, Core Web Vitals) as <a href=\"https:\/\/pointofnew.at\/en\/glossary\/seo-search-engine-optimization\/\">ranking factors<\/a>.<\/li>\n<\/ul>\n<h2 id=\"praxisbezug\">5. Practical Relevance: UX in DACH Mid-sized Companies<\/h2>\n<p>For <a href=\"https:\/\/pointofnew.at\/en\/glossary\/mittelstand-innovation\/\">mid-sized companies<\/a>, UX is often a blind spot \u2013 yet it holds enormous potential:<\/p>\n<ul>\n<li><strong>Website UX<\/strong>: Many SME websites are technically outdated, not mobile-optimized, or cluttered. A redesign with a UX focus can double <a href=\"https:\/\/pointofnew.at\/en\/glossary\/lead-generation\/\">lead generation<\/a>. <\/li>\n<li><strong>Software\/SaaS<\/strong>: For B2B tools, UX determines adoption and <a href=\"https:\/\/pointofnew.at\/en\/glossary\/retention\/\">retention<\/a>. Complex products require intuitive onboarding. <\/li>\n<li><strong>Service Design<\/strong>: The &#8220;UX&#8221; of services\u2014including the proposal process, collaboration, and reporting\u2014also influences the <a href=\"https:\/\/pointofnew.at\/en\/glossary\/customer-experience-cx\/\">customer experience<\/a> and, consequently, <a href=\"https:\/\/pointofnew.at\/en\/glossary\/upselling\/\">upselling<\/a> opportunities.<\/li>\n<\/ul>\n<p><strong>Practical Example:<\/strong> An <a href=\"https:\/\/pointofnew.at\/en\/glossary\/innovation-consulting\/\">innovation consultancy<\/a> optimizes its website UX: simplified navigation, mobile-optimized <a href=\"\/glossar\/geschaeftsmodell-innovation\/\" style=\"color:#1a5276;text-decoration:none;\">glossary<\/a> pages, faster loading times, and a clear CTA on every page. Result: 40% more page views per visit, time on site +60%, <a href=\"https:\/\/pointofnew.at\/en\/glossary\/conversion-rate\/\">conversion rate<\/a> +35%. <\/p>\n<h2 id=\"schritt-fuer-schritt\">6. Step-by-Step: Improve UX<\/h2>\n<ol>\n<li><strong>Understand Users<\/strong>: Conduct 5-10 user interviews or tests. Observe how real users interact with your website\/product. Where do they get stuck? What confuses them?   <\/li>\n<li><strong>Analyze Data<\/strong>: Google Analytics, heatmaps (Hotjar), and session recordings show how users actually behave \u2013 often differently than expected.<\/li>\n<li><strong>Identify Quick Wins<\/strong>: Optimize loading time, improve mobile display, simplify forms, integrate clear CTAs.<\/li>\n<li><strong>Revise Information Architecture<\/strong>: Is the navigation logical? Can users find what they are looking for in a maximum of 3 clicks? <\/li>\n<li><strong><a href=\"\/glossar\/a-b-testing\/\" style=\"color:#1a5276;text-decoration:none;\">A\/B Tests<\/a><\/strong>: Conduct data-driven UX changes \u2013 not based on gut feeling.<\/li>\n<li><strong>Iterative Improvement<\/strong>: UX is not a one-time project, but a continuous <a href=\"https:\/\/pointofnew.at\/en\/glossary\/design-thinking\/\">Design Thinking<\/a> process.<\/li>\n<\/ol>\n<div style=\"background:linear-gradient(135deg,#1e3a5f,#2563eb);color:#fff;padding:2rem;border-radius:12px;margin:2rem 0;text-align:center;\">\n<h3 style=\"color:#fff;margin-top:0;\">Make your UX a competitive advantage?<\/h3>\n<p style=\"font-size:1.1rem;\">We analyze your digital touchpoints and develop a UX strategy that measurably increases conversion, retention, and customer satisfaction.<\/p>\n<p><a href=\"https:\/\/pointofnew.at\/en\/business-model-innovation-services\/\" style=\"display:inline-block;background:#fff;color:#1e3a5f;padding:0.75rem 2rem;border-radius:8px;text-decoration:none;font-weight:600;margin-top:0.5rem;\">Request Consultation Now \u2192<\/a>\n<\/div>\n<div itemscope=\"\" itemtype=\"https:\/\/schema.org\/FAQPage\">\n<h2 id=\"faq\">Frequently Asked Questions (FAQ)<\/h2>\n<details itemscope=\"\" itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\" style=\"background:#eaecee;border-radius:8px;margin-bottom:0.75rem;overflow:hidden;\">\n<summary itemprop=\"name\" style=\"padding:1rem 1.2rem;font-weight:600;cursor:pointer;color:#2c3e50;\">What is the difference between UX and UI?<\/summary>\n<div itemscope=\"\" itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" style=\"padding:0 1.2rem 1rem;color:#2c3e50;\">\n<p itemprop=\"text\">UI (User Interface) refers to the visual design \u2013 colors, typography, buttons, layout. UX encompasses the entire user experience, including information architecture, interaction design, performance, and emotional impact. A beautiful UI does not guarantee good UX, and conversely, a simple interface can offer excellent UX.  <\/p>\n<\/div>\n<\/details>\n<details itemscope=\"\" itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\" style=\"background:#eaecee;border-radius:8px;margin-bottom:0.75rem;overflow:hidden;\">\n<summary itemprop=\"name\" style=\"padding:1rem 1.2rem;font-weight:600;cursor:pointer;color:#2c3e50;\">How is User Experience measured?<\/summary>\n<div itemscope=\"\" itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" style=\"padding:0 1.2rem 1rem;color:#2c3e50;\">\n<p itemprop=\"text\">UX is measured using a combination of quantitative and qualitative methods: Quantitatively via KPIs such as conversion rate, bounce rate, time on site, task success rate, and System Usability Scale (SUS). Qualitatively via user interviews, usability tests, and NPS. The combination provides the complete picture.  <\/p>\n<\/div>\n<\/details>\n<details itemscope=\"\" itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\" style=\"background:#eaecee;border-radius:8px;margin-bottom:0.75rem;overflow:hidden;\">\n<summary itemprop=\"name\" style=\"padding:1rem 1.2rem;font-weight:600;cursor:pointer;color:#2c3e50;\">Is UX optimization worthwhile for small businesses?<\/summary>\n<div itemscope=\"\" itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" style=\"padding:0 1.2rem 1rem;color:#2c3e50;\">\n<p itemprop=\"text\">Absolutely \u2013 especially for SMEs, UX is a cost-effective lever. Even simple measures such as loading time optimization, mobile responsiveness, and clearer CTAs can significantly increase the conversion rate. An investment of a few hundred euros in user tests and quick fixes often has a higher ROI than thousands of euros in additional advertising.  <\/p>\n<\/div>\n<\/details>\n<details style=\"background:#eaecee;border-radius:8px;padding:0;margin-bottom:0.75rem;\">\n<summary style=\"padding:1rem 1.2rem;font-weight:600;cursor:pointer;color:#2c3e50;list-style:none;\">How much should I invest in UX design as a startup?<\/summary>\n<div style=\"padding:0 1.2rem 1rem 1.2rem;\">Early-stage startups should allocate 10-15% of development budget to UX research and design \u2013 this typically means hiring a UX designer or working with a freelancer for key projects. Investing upfront saves development time by reducing rework and feature bloat. Companies that prioritize UX from day one see 2-3x higher conversion rates and significantly lower support costs compared to those who add UX as an afterthought.<\/div>\n<\/details>\n<details style=\"background:#eaecee;border-radius:8px;padding:0;margin-bottom:0.75rem;\">\n<summary style=\"padding:1rem 1.2rem;font-weight:600;cursor:pointer;color:#2c3e50;list-style:none;\">What are quick wins to improve UX without major redesigns?<\/summary>\n<div style=\"padding:0 1.2rem 1rem 1.2rem;\">Focus on reducing friction in your top 3 user flows: simplify forms, improve loading speed, clarify error messages, and make CTAs more prominent. Conduct 5-10 user tests (even informal ones) to identify confusion points. Small changes like clearer labeling, better visual hierarchy, and reducing required form fields often yield 15-30% conversion improvements. Fix mobile responsiveness issues first \u2013 over 60% of users now access B2B sites on mobile.<\/div>\n<\/details>\n<\/div>\n<h2 id=\"verwandte-begriffe\">8. Related Terms<\/h2>\n<div style=\"display:flex;flex-wrap:wrap;gap:8px;margin-top:12px;\">\n<a href=\"https:\/\/pointofnew.at\/en\/glossary\/customer-experience-cx\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Customer Experience<\/a><a href=\"https:\/\/pointofnew.at\/en\/glossary\/design-thinking\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Design Thinking<\/a><a href=\"https:\/\/pointofnew.at\/en\/glossary\/conversion-rate\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Conversion Rate<\/a><a href=\"\/glossar\/a-b-testing\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">A\/B Testing<\/a><a href=\"https:\/\/pointofnew.at\/en\/glossary\/touchpoint\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Touchpoint<\/a><a href=\"https:\/\/pointofnew.at\/en\/glossary\/customer-journey\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Customer Journey<\/a><a href=\"https:\/\/pointofnew.at\/en\/glossary\/product-market-fit\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Product-Market Fit<\/a><a href=\"https:\/\/pointofnew.at\/en\/glossary\/seo-search-engine-optimization\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">SEO<\/a><a href=\"https:\/\/pointofnew.at\/en\/glossary\/brand-positioning\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Brand Positioning<\/a><a href=\"https:\/\/pointofnew.at\/en\/glossary\/jobs-to-be-done-jtbd\/\" style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\">Jobs to be Done<\/a>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Key Takeaways User Experience (UX) encompasses the entire experience a user has when interacting with a product, website, or service \u2013 from initial perception to long-term satisfaction. Good UX combines&hellip;<\/p>\n","protected":false},"author":1,"featured_media":24529,"parent":25140,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-25703","page","type-page","status-publish","has-post-thumbnail","hentry"],"featured_image_src":"https:\/\/pointofnew.at\/wp-content\/uploads\/2025\/07\/Point-of-New-Business-Model-Innovation-Benedikt-Hasibeder-scaled.png","_links":{"self":[{"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/pages\/25703","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/comments?post=25703"}],"version-history":[{"count":8,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/pages\/25703\/revisions"}],"predecessor-version":[{"id":28273,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/pages\/25703\/revisions\/28273"}],"up":[{"embeddable":true,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/pages\/25140"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/media\/24529"}],"wp:attachment":[{"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/media?parent=25703"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}