The utility-over-usability effect explains why bad UX persists

The Utility Over Usability Effect suggests that when a product is highly valuable or necessary, users will tolerate poor usability. This concept challenges the assumption that usability is everything, as users will put up with bad UX if the product provides something they need. The author, a former head of design at a medical publishing company, discovered this phenomenon while conducting competitor analysis and evaluating their own offerings. Despite frustrating UX issues, medical professionals continued to use platforms because the information was critical to their work. The author realized that usability wasn't a significant factor in driving engagement and retention, but rather the utility of the content. This insight reshaped the author's understanding of UX, as they learned that users will tolerate poor usability if the perceived or actual value of a product is high enough. The Utility Over Usability Effect is not unique to the medical industry, as it can be seen in other areas such as e-commerce, professional software, and AI. In these cases, users endure bad UX because the utility of the platform outweighs its usability flaws. However, this effect has a natural limit, as users will switch to an alternative with better usability once it becomes available. Understanding the Utility Over Usability Effect can help UX designers and companies prioritize their investments and make strategic decisions about resource allocation.