Communicating the Tangible Value of User Experience Design

November 20, 2013 by UX-RADIO


Eric Reiss, CEO of the FatDUX Group, is an expert at communicating with executives about how design can improve return on investment (ROI) . It’s no surprise that Eric’s exposure to a variety of industries has helped him build a deep understanding of the tangible value of design. In this interview, I spoke with Eric about Service Design, providing tangible value through user experience, designing useful connections, promoting a brand’s personality, and how to build a business case for design.


  • 2:35 – Jan Carlzon’s motto is “Tear down the Pyramids” from his biography Moments of Truth. He said “We have 50,000 moments of truth each day.”
  •  5:22 – “Why?” became a process study.
  • 11:45 – Why what we do provides tangible value to their companies.
  • 19:33 – The first show I directed on my own was Miss Julie by August Strindberg
  • 27:58 – working definition of information architecture for myself is simply that we create useful connections; connections that provide value.
  • 29:23 – Explain the difference between a concept as viewed from a programmer’s point of view, an information architect’s, an interaction designer’s and a visual designer’s is point of view.
  • 32:55 – The differentiating factor is going to be personality.
  • 41:11 – Usable Usability


What do you think? Do you agree or disagree with the author? What inspired you from this episode? What did you learn? What resources were most helpful? Please add a comment and share your thoughts with us!


So where’s the transcript? If you would like to follow along download the Transcript of Eric Reiss on UX-radio for the freewheeling conversation with all the glitches!


Eric Reiss has held a wide range of eclectic jobs: piano player, senior copywriter, player-piano repairman, adventure-game creator, and stage director. His experiences have served him admirably as an information architect, although he can’t explain exactly how.

In more mundane lives, Eric has been a two-term president of the Information Architecture Institute and Professor of Usability and Design at IE Business School in Madrid, Spain.

Today, Eric is CEO of the FatDUX Group in Copenhagen, Denmark, a leading UX company with offices and associates in over a dozen cities worldwide. He also has several books to his credit.