Table of contents:

• UX-UI services enable clients to transform how they interact with customers and employees to generate added value
• 1. Changing Shape of UX-UI Services
• UX-UI services use research and design thinking to help clients transform their customer or employee digital interactions…
• …but is shifting to experiences driven by emerging technologies and end to end service design with a quantified value realized
• 2. Customer Requirements
• UX-UI Services are evolving from customer-facing web to conversational interactions and service design
• Past
• Present
• Future
• ~65% of clients engage vendors to support specific identified objectives
• Benefits sought from engaging a vendor for UX-UI services primarily focus on customer satisfaction and retention with increasing customer base or revenues growing in importance
• Now and in the future, clients’ primary focus is on a vendor’s onshore design consulting, tailored frameworks and templates and hosting and delivering design thinking sessions
• Clients are seeing UX-UI services drive improved customer satisfaction scores and improving online conversions
• Adoption of UX-UI services are inhibited by limited visibility to value realized and time commitments
• The greatest uptake of UX-UI Services is in consumer-facing industries
• Mphasis transformed a travel insurance app for a large global insurer to increase conversions by 25%
• Grow adoption of travel insurance through transformed app
• Virtusa transformed a restaurant’s mobile ordering app improving NPS by 91 points
• Restaurant group growing business through mobile ordering
• NTT DATA’s Digital Entity group help an Italian fintech build a new digital payments business
• Building a new business through the use of digital UX
• Foolproof transforms End to End B2B process for Oil Major, reducing cost $7.5m, and improving customer satisfaction
• Enterprise transformation to drive better user experience
• 3. Market Size and Forecast
• Market for UX-UI consulting & implementation services is poised to grow ~15.4% CAAGR to reach $10.8bn by 2022
• North America places the greatest importance on UX-UI design services today, though APAC and Latin America will grow faster
• Broad-based growth is led by consumer facing industries such as retail, healthcare, BFSI and transport through 2022
• 4.1 Vendor Market Shares
• The global UX-UI services market is led by Accenture, IBM, TCS, NTT DATA, and Infosys
• 4.2 Vendor Market Shares by Geography
• The North American UX-UI services market is led by IBM, Accenture, TCS, Infosys and NTT DATA
• The EMEA UX-UI services market is led by IBM, Accenture, NTT DATA, TCS and Infosys
• The APAC UX-UI services market is led by Accenture, TCS, NTT DATA, and IBM
• 5. Vendor Offerings & Targeting
• The early focus on external facing UX initiatives is evolving and will see an equal number of internal initiatives by 2020
• As client interest in UX-UI services grows, vendors are helping clients better quantify the value realized from the investment
• Key business case factors
• As the scope of UX-UI services grows and evolves, it is increasingly delivered as a bundle with other services
• Looking beyond customer interface, clients are increasingly looking for vendors to support a full service design transformation
• Vendors are also engaging to build client’s own internal capabilities in addition to delivering projects
• 6. Vendor Delivery
• Vendors are using design thinking processes to collaboratively develop solutions with users and stakeholders
• User research to inform design process aligns stakeholders with user and customer needs
• 75% of vendors have invested in dedicated design studios to drive the facilitation of client workshops
• Vendor design thinking spaces include open collaboration spaces and specialized usability testing rooms
• Vendors are building UX-UI design capabilities proximate to their clients, and are supported by both local and remote developers
• Close client and user collaboration drives a majority of UX-UI services to be delivered from client proximate locations
• IT service vendors are primarily using commercially available tools to support UX-UI services, in particular Adobe
• 56% of vendors have acquired design agencies to build UX-UI consulting capabilities
• Investment focuses include UX offerings for emerging areas such as AR/VR and voice and expanding delivery capabilities
• 7. Challenges and Success Factors
• Vendors need to be able to quantify the business value of intangible customer or user experiences
• Developing a Quantified Business Case for UX-UI Services
• Design agencies and creatives have different culture and priorities than IT service acquirers
• Integration of Creative Services
• Key success factors to deliver UX-UI services include a design studio network and service design mindset
• Appendix I
• Vendor Investment Priorities
• Vendors are looking to expand emerging technology, including AR/VR and conversational and voice UI offerings
• Appendix II
• Vendor Design Studio Locations
• Vendor Design Studio Count by Region
• Appendix III
• Glossary and Definitions
• Glossary of Terms
• Appendix IV
• Vendors Researched
• Vendors Researched for Analysis