A customer judges your business much faster than you think, and often judges by sight before reading a word.
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Fifty milliseconds
Research by Lindgaard et al., published in the journal Behaviour and Information Technology, shows that users evaluate the visual appeal of a website in just about fifty milliseconds. This fleeting impression creates a halo effect, extending to judgments about trustworthiness and quality. Stanford University's research on web credibility adds that most users assess a company's trustworthiness based on its website design.
In other words, design is the first greeting and often the only greeting that you truly control. A careless impression causes customers to leave before they realize how good the product is.
Design is a pricing leverage
McKinsey's Business Value of Design study tracked 300 publicly listed companies over 5 years. The design-led group grew revenue faster than their industry peers by about 32 percentage points, and total shareholder returns were higher by about 56 percentage points. This is a correlation, not absolute causal evidence, but it is consistent across various industries.
More notably for business owners is Kantar's finding: a brand that is both meaningful and distinctive makes customers willing to pay up to 38% more. And since the profit gained from each 1% price increase is much greater than from each 1% increase in volume, pricing power is one of the strongest profit levers. This power comes from positioning and design, not from cutting production costs.
The cost of cheap design
Conversely, poor design is very costly. Most users do not return after a bad experience. A difficult-to-use interface has cost major companies huge sums, and rushed redesigns have often provoked strong reactions from loyal users. In product development, there is a familiar rule: a mistake found in the design phase is much cheaper to fix than one discovered after launch.
Therefore, for Sinh Vũ, design is not an expense to make things look nice. It is an investment to lower purchase barriers, enhance pricing power, and avoid the costs of redoing.