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Flevy Management Insights Case Study
UX Redesign for Defense Contractor in Competitive Sector


There are countless scenarios that require User Experience. Fortune 500 companies typically bring on global consulting firms, like McKinsey, BCG, Bain, Deloitte, and Accenture, or boutique consulting firms specializing in User Experience to thoroughly analyze their unique business challenges and competitive situations. These firms provide strategic recommendations based on consulting frameworks, subject matter expertise, benchmark data, best practices, and other tools developed from past client work. Let us analyze the following scenario.

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Consider this scenario: The organization, a prominent defense contractor, is facing a decline in user engagement and satisfaction with its digital platforms.

These platforms serve as a critical touchpoint for interfacing with government clients and managing projects. The company has recently lost bids and received feedback pointing to the cumbersome and outdated user experience as a significant factor. As a market leader in a high-stakes industry, maintaining a cutting-edge, efficient, and user-centric digital presence is crucial for sustaining competitive advantage.



In reviewing the organization's current predicament, a few hypotheses emerge. Perhaps the digital platforms in question have not evolved in line with user expectations, which are continually being shaped by advancements in consumer technology. Alternatively, the issue could stem from a misalignment between the platform's design and the unique workflows of defense contracting, resulting in a suboptimal user journey. Finally, it might be that the platform is not adequately supported by the right technologies or lacks integration with essential third-party applications, leading to a fragmented experience.

Strategic Analysis and Execution Methodology

The approach to this UX redesign will be a structured, 5-phase methodology, ensuring a comprehensive understanding of the user needs, aligning the digital strategy with business goals, and implementing solutions with precision. This process has been proven to yield high-impact results, enhancing user satisfaction and engagement, thus directly contributing to the organization's success.

  1. Discovery and User Research: Begin by thoroughly understanding the current user experience and pain points. This involves user interviews, surveys, and analyzing platform usage data. Key questions include: What are the primary frustrations of users? How does the current user journey align with their expectations and objectives?
  2. Strategy Formulation: Based on insights gathered, develop a UX strategy that aligns with the organization's business goals. This phase focuses on creating user personas, journey maps, and setting strategic UX objectives. It's critical to ask: What are the desired user outcomes, and how can the platform be optimized to achieve these?
  3. Concept Development: In this creative phase, generate a range of concepts and prototypes that address the strategic objectives. This involves collaborative workshops and iterative design sprints. The focus is on innovation while ensuring feasibility and strategic alignment.
  4. Usability Testing and Validation: Test concepts with real users to gather feedback and refine the designs. This phase aims to validate that the proposed solutions meet user needs and are intuitive to use. Common challenges include resistance to change and bias in feedback collection.
  5. Implementation and Roll-out: Develop the final design into a functional product and plan for a phased roll-out. This includes technical development, integration with existing systems, and user training. It is important to monitor adoption and gather continuous feedback for further improvements.

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User Experience Implementation Challenges & Considerations

One consideration that might arise is how to balance innovation with the regulatory constraints typical in the defense sector. To address this, the UX redesign will be grounded in a deep understanding of the regulatory environment, ensuring compliance without stifling creativity. Another point of discussion could be the scalability of the new UX design. The proposed methodology includes scalability considerations from the outset, ensuring that the new design can accommodate future growth and technological advancements. Lastly, the issue of user adoption is often a concern; the methodology incorporates change management practices to facilitate a smooth transition for users.

Expected business outcomes include increased win rates for bids due to improved user satisfaction, streamlined project management leading to operational efficiencies, and enhanced data security through better platform integration. These outcomes are quantifiable, allowing the organization to measure the impact of the UX redesign on its bottom line.

Potential implementation challenges include ensuring cross-departmental collaboration, managing the change among existing users, and integrating the new design with legacy systems. Each of these challenges can be mitigated through meticulous planning, stakeholder engagement, and technical expertise.

Learn more about Change Management Project Management

User Experience KPIs

KPIS are crucial throughout the implementation process. They provide quantifiable checkpoints to validate the alignment of operational activities with our strategic goals, ensuring that execution is not just activity-driven, but results-oriented. Further, these KPIs act as early indicators of progress or deviation, enabling agile decision-making and course correction if needed.


You can't control what you can't measure.
     – Tom DeMarco

  • User Satisfaction Score: Reflects the perceived value and ease of use of the platform.
  • Adoption Rate: Measures the speed and extent to which the new UX is being utilized.
  • Bid Win Rate: Indicates the impact of UX improvements on the organization's competitiveness.

The insights gained from monitoring these KPIs will be critical for understanding the effectiveness of the UX redesign and guiding continuous improvements. They provide a quantifiable measure of user engagement and satisfaction, directly correlated with business performance.

For more KPIs, take a look at the Flevy KPI Library, one of the most comprehensive databases of KPIs available. Having a centralized library of KPIs saves you significant time and effort in researching and developing metrics, allowing you to focus more on analysis, implementation of strategies, and other more value-added activities.

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Implementation Insights

During the implementation process, it was observed that a significant uplift in User Satisfaction Score was achieved by focusing on personalization of the user experience. This aligns with findings from McKinsey, which suggest that personalization can deliver five to eight times the ROI on marketing spend and lift sales by 10% or more. By tailoring the user journey to the specific needs and roles of government clients, the organization was able to create a more engaging and efficient platform.

User Experience Deliverables

  • User Persona Profiles (PDF)
  • UX Strategy Blueprint (PPT)
  • Usability Testing Report (PDF)
  • Implementation Roadmap (Excel)
  • Post-Launch Performance Dashboard (Excel)

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User Experience Best Practices

To improve the effectiveness of implementation, we can leverage best practice documents in User Experience. These resources below were developed by management consulting firms and User Experience subject matter experts.

User Experience Case Studies

One notable case study involves a leading aerospace company that underwent a similar UX redesign. Post-implementation, the company reported a 20% increase in user engagement and a 15% reduction in project management overhead. Another case is a global defense firm that streamlined its procurement process through a UX overhaul, resulting in a 30% faster procurement cycle and a 25% increase in supplier satisfaction.

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Integrating User Experience with Organizational Strategy

Ensuring that the user experience (UX) aligns with the broader organizational strategy is paramount. The UX cannot be developed in isolation; it should be a reflection of the company's mission and objectives. This integration begins with the strategic analysis phase, where user needs are mapped against business goals. The resulting UX strategy should then inform and be informed by the company's overall strategy. This strategic coherence ensures that the UX supports the company's value proposition and competitive positioning.

According to a PwC report, 73% of consumers point to customer experience as an important factor in their purchasing decisions. This underscores the importance of a UX that is not only functional but also resonates with the company's brand and values. By harmonizing UX with organizational strategy, companies can create a seamless experience that strengthens their market position and drives customer loyalty.

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Measuring Return on Investment for UX Initiatives

Executives often scrutinize the return on investment (ROI) for UX initiatives, as they would with any significant business expenditure. Measuring the ROI of UX can be approached by analyzing various metrics such as conversion rates, customer retention rates, and support costs before and after implementation. Quantitative data should be complemented with qualitative feedback to gain a more nuanced understanding of the UX's impact. For example, an improvement in the User Satisfaction Score after the redesign can translate into increased customer loyalty and, consequently, higher lifetime value.

A study by Forrester found that, on average, every dollar invested in UX brings 100 dollars in return. This 9,900% ROI illustrates the potential financial impact of a well-executed UX redesign. However, it's important to set realistic expectations and understand that results can vary depending on the nature of the business and the quality of the execution.

Learn more about Customer Loyalty Customer Retention Return on Investment

Ensuring User Adoption Post-Implementation

User adoption is critical to the success of any new system or process. To facilitate adoption, a comprehensive change management strategy should be in place. This involves clear communication, training programs, and support structures to help users adapt to the new UX. Additionally, involving users in the design process through co-creation workshops and feedback sessions can increase their sense of ownership and acceptance of the new system.

Accenture's research highlights that 90% of executives who implement change management practices report successful adoption of new systems. This success rate demonstrates the effectiveness of proactive and structured change management in ensuring user adoption. Without user buy-in, even the most technically sound UX redesign can fail to realize its intended benefits.

Adapting to Technological Advancements and Future-Proofing

Technological advancements can rapidly make a new UX obsolete. To future-proof the UX design, it is essential to build on a flexible and scalable technology platform. The design should also follow principles that can accommodate future trends, such as increased personalization, the use of artificial intelligence, and voice user interfaces. Continuous user research and staying abreast of technology trends help ensure that the UX remains relevant and effective.

According to Gartner, by 2023, organizations that have successfully embraced digital transformation will contribute to more than 50% of global GDP. This statistic emphasizes the significance of future-proofing UX designs to leverage the benefits of digital transformation fully. A future-oriented UX design not only serves current users but also positions the company to capitalize on emerging opportunities.

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Key Findings and Results

Here is a summary of the key results of this case study:

  • Increased bid win rate by 15% due to improved user satisfaction and streamlined project management.
  • Enhanced user satisfaction score by 20% through personalized user journey tailored to government clients' specific needs and roles.
  • Accelerated adoption rate by 30% with the new UX design, leading to improved operational efficiencies.
  • Improved data security through better platform integration, resulting in a 25% reduction in security incidents.

The initiative has yielded significant successes, including a notable 15% increase in bid win rates attributed to improved user satisfaction and streamlined project management. The 20% enhancement in user satisfaction scores, achieved through personalized user journeys, has positively impacted user engagement. The 30% acceleration in adoption rates has led to improved operational efficiencies. However, the initiative fell short in addressing the scalability of the new UX design and ensuring seamless integration with legacy systems. To enhance outcomes, a more robust focus on scalability and legacy system integration could have been beneficial. Additionally, a deeper understanding of regulatory constraints and their impact on UX design could have further optimized the initiative's results.

For the next phase, it is recommended to conduct a comprehensive review of the scalability of the new UX design and its integration with legacy systems. Additionally, a deeper understanding of regulatory constraints and their impact on UX design should be integrated into the initiative's strategy to ensure a more comprehensive approach. These steps will further enhance the initiative's impact and address the identified shortcomings.

Source: UX Redesign for Defense Contractor in Competitive Sector, Flevy Management Insights, 2024

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