North America UX Services Market Size, Share & Industry Analysis, By Service Type (UX Research, UX Design, UX Audit, UX Training, UX Strategy, and Consulting), By Industry (IT & Telecom, Finance, Advertising, Healthcare, Manufacturing, and Travel & Tourism), and Regional Forecast, 2024 – 2032

North America UX services market size was valued at USD 1.19 billion in 2023. The market is projected to grow from USD 1.57 billion in 2024 to USD 16.22 billion by 2032, exhibiting a CAGR of 33.9% during the forecast period.

User experience (UX) refers to the overall experience a person has while interacting with a service; this includes all aspects of their interaction, from usability and accessibility to emotional satisfaction. The goal of user experience (UX) services, which includes many specialized services, is to optimize the total user experience for both digital and physical services.

To improve the usability, accessibility, and user satisfaction of a product or service, this market includes professional consulting, research, design, and evaluation services. Moreover, key players operating in the market, such as Accenture, PwC, Ipsos, UX Studio, Answer Lab, and others, are engaging in partnership and collaboration strategies to develop novel UX solutions.

MARKET DYNAMICS

Market Drivers

Proliferation of Digital Products and Services to Accelerate Growth of UX Services Market in North America

The adoption of enhanced digital capabilities ensures users use the services, apps, and other digital tools to improve efficiencies, reduce costs, enhance customer experience, and scale organizational growth in the digital transformation era.

The increased number of digital products and tools has had a significant impact on user experience and consumer behavior. For instance,

• As per the World Economic Forum, the global economy is projected to receive a USD 100 trillion boost from digital transformation by 2025, with two-thirds of this value resulting from digitalization.

The players have, therefore, focused on investing in UX services to gain a better understanding of their customers’ feedback, which will contribute to improving sales channels and accelerating the North America UX services market growth.

Market Restraint

Concerns Related to Data Privacy to Hinder Market Growth

Various end-users are using UX services in several countries, but their usage raises concerns about design development gaps and privacy, with some regions strictly controlling them. A 2021 data breach report by Ponemon Institute and IBM Corporation stated that the cost of data breaches reached USD 4.2 million in 2021, which increased by 10% from the average cost of USD 3.8 million in 2019.

Consequently, with greater emphasis on the privacy of individuals, these restrictions are likely to become more stringent, hindering the development of the user experience services industry.

Market Opportunities

Adoption of Product-Led Growth Model and Greater Focus On Accessibility to Create Market Opportunities

UX is the key to justifying the main risks related to adopting a product-led growth strategy. Organizations are creating opportunities to customize and improve UX services as a result of this strategy.

The creation of user interfaces that are accessible to all users, including those with disabilities, could be given greater emphasis by organizations. To ensure the inclusivity of user experience, it will be necessary to include features, such as sense controllers, screen readers, keyboard navigation, and high contrast modes. For instance,

• In September 2023, Sony launched new features in PS5, including upgraded accessibility, audio, and social features to enhance the user experience. Its engineering and design teams worked together to develop a new form factor that provides more choice and flexibility to address the evolving needs of its customers.

Thus, the adoption of a product-led growth model and greater focus on accessibility are expected to create lucrative opportunities for the key vendors operating in this market.

North America UX Services Market Trends

Adoption of Augmented Reality and Virtual Reality in Different Industries to Ensure Market Growth

AR and VR technologies are transforming the way users interact with digital content and environments, leading to a rapid change in UX design strategies. These immersive technologies are reshaping the practice of business engagement with customers, offering innovative ways to enhance user experience across various sectors, including retail, healthcare, education, and entertainment.

In the retail sector, AR and VR are transforming the way a customer interacts with products before making purchase decisions. Brands, such as IKEA and Sephora use AR in their apps to allow the customer to visualize products in their homes or on their faces. This “try before you buy” experience boosts customer confidence and reduces the likelihood of product returns.

• Sephora’s Virtual Artist app uses AR to let users “try on” makeup virtually, helping them visualize the application of products on their skin tone without visiting the store. The seamless integration of AR into the UX design makes the shopping process more personalized and interactive, leading to better customer satisfaction and higher conversion rates.

These factors represent some of the key trends fueling the market’s growth.

SEGMENTATION ANALYSIS

By Service Type

Surge in Need for UX Design to Digitize Services Fueled Demand for UX Services in Major Sectors

Based on service type, the market is segmented into UX research, UX design, UX audit, UX training, UX strategy, and consulting.

The UX design segment dominated the market in 2023. As businesses across various sectors (e.g., healthcare, retail, education) continue to digitize their services, the demand for intuitive, user-friendly digital products has surged. Thus, large enterprises are investing in UX design to improve customer satisfaction, increase retention, and drive conversions. For instance,

• In 2024, Wells Fargo launched a new mobile app focusing on personalization to serve customers with better and seamless digital banking experience.

The UX strategy and consulting segments are projected to showcase the highest CAGR during the forecast period owing to the growing demand for digital transformation among various industries. Walmart and Target have invested heavily in UX to improve their e-commerce platform, thereby enhancing the customer experience and streamlining checkout processes.

By Industry

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Growing Digitization in Telecom Sector Propeled Adoption of UX Services Among Users

Based on industry, the market is divided into IT & telecom, finance, advertising, healthcare, manufacturing, and travel & tourism.

The IT & telecom segment dominated the North America UX services market share in 2023 due to the growing digitization in the telecom sector. As telecom companies embrace digital transformation, they need to revamp their customer-centric platforms to deliver enhanced user experience. This involves simplifying complex processes and integrating a user-centric design. For instance,

• Verizon and AT&T invested heavily in redesigning their mobile apps and customer service portals to improve customer engagement.

The advertising segment is projected to showcase the highest CAGR during the forecast period. As companies increasingly move toward digital platforms, there is a growing demand for enhanced UX services. Companies, such as Amazon, Walmart, and Target have invested heavily in improving the UX of their online stores, thereby optimizing the buying journey for users.

NORTH AMERICA UX SERVICES MARKET REGIONAL OUTLOOK

U.S.

Surge in online shopping, especially post-pandemic, has increased the demand for better user experience across e-commerce platforms and mobile applications in the U.S. Brands are prioritizing UX design to enhance customer engagement, streamline the purchasing process, and improve conversion rate. For instance,

• E-commerce giants, such as Amazon and Shopify have continually optimized their mobile app interfaces, offering features, such as one-click checkout and personalized recommendations to improve the user journey and boost sales.

As e-commerce continues to grow, the country recognizes the need for an effective UX design to improve online shopping experiences. UX services play a crucial role in enhancing user satisfaction and increasing conversion rates.

Thus, these factors play a vital role in driving the country's market growth.

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Canada

With stronger regulations and growing awareness about digital accessibility, businesses in Canada are placing more emphasis on creating accessible digital products and services. Thus, the accessibility in the market has grown significantly, driven by both legal requirements (e.g., AODA- Accessibility for Ontarians with Disabilities Act) and an ethical commitment to serve a diverse customer base. For instance, In 2024, many Canadian websites and apps in sectors, such as government, banking, and healthcare are redesigning their user interfaces to meet accessibility standards, ensuring that they are usable for people with disabilities.

Additionally, Canada has a thriving startup ecosystem, particularly in cities, such as Toronto, Vancouver, and Montreal. As a result, UX design services are in high demand to help Canadian startups. As companies across various sectors continue to prioritize user-centered design, UX services will remain integral to business success, creating a dynamic and rapidly growing market.

Mexico

The rise of international brands offering high-quality digital experiences, such as Uber, Netflix, and Shopify has raised customer expectations in Mexico. Local businesses now realize that poor user experience can lead to high bounce rates, poor customer retention, and negative brand perception.

As customer expectations rise, companies in Mexico need to ensure that they offer seamless and intuitive digital products and services. This demand for high-quality user experience is propelling the growth of the UX design market in Mexico.

Additionally, the Mexican startup ecosystem, particularly in cities, such as Mexico City and Guadalajara, is flourishing, with a wide range of tech startups emerging in areas, such as fintech, edtech, and health tech. These startups, such as Kueski, need to compete with global tech giants and require professional UX services to create attractive, functional, and engaging products.

COMPETITIVE LANDSCAPE

KEY INDUSTRY PLAYERS

Key Market Players Are Focusing On Partnership and Acquisition Strategies to Expand Their Services

Key players are focusing on expanding their global geographical presence by offering industry-specific services. They are focusing on collaborations and acquisitions with local players to maintain their dominance across regions.

List of Companies Studied:

• Nielsen Norman (U.S.)
• Appnovation (U.S.)
• Answer Lab (U.S.)
• Bold Insight Inc. (U.S.)
• Ideo (U.S.)
• McKinsey & Company (U.S.)
• Accenture (Ireland)
• PwC (U.K.)
• Ipsos (France)
• UX Studio (Hungary)
• Frog Design (U.S.)
• Critical Mass (Canada)
• The Buntin Group (Canada)
• UXXI (Canada)
• Panda Rose (Canada)
• Haptic Lab (Canada)
• Tetra Design (Canada)
• Atomix Motion (Canada)
• Huge, Inc. (U.S.)
• Cooper (U.S.)

…and more

KEY INDUSTRY DEVELOPMENTS

• March 2024: Google launched a suite of design tools leveraging quantum computing to improve user interaction predictions. This new set of tools is designed to help UX professionals predict and optimize user behavior patterns with unprecedented accuracy, allowing for more personalized and engaging design outcomes.
• February 2024: Adobe acquired Figmable to strengthen UX research capabilities. This acquisition allowed Adobe to offer more in-depth insights into user behavior, integrating advanced data analysis with design tools to optimize user experiences across websites and mobile apps.
• October 2023: Google launched a new initiative to enhance user-centric design with the introduction of its UX design systems aimed at providing designers with flexible tools and templates for more intuitive experiences across devices. The new platform integrates machine learning algorithms to provide real-time feedback during the design process, optimizing usability and accessibility.
• September 2023: PwC declared a three-year partnership with Amazon Web Services (AWS) to fast-track and improve operational efficiency, foster innovation, and transform the way business is done. Together, PwC and AWS offered a combination of cloud infrastructure and consulting, including product design, UX/UI, and PMO activities.
• August 2023: IDEO introduced a proprietary framework focused on sustainable UX design, which emphasizes eco-friendly solutions while enhancing the digital user experience. The framework provides guidelines for developing interfaces that are not only energy-efficient, but also improve the environmental footprint of digital products.
• July 2023: Apple announced that it would incorporate voice-controlled UX in all its major devices by the end of 2024. The integration was part of Apple’s ongoing efforts to enhance user accessibility, thereby offering more inclusive experiences for those with disabilities. This move garnered significant attention in the UX services market as voice interfaces gain prominence.

INVESTMENT ANALYSIS AND OPPORTUNITIES

UX services encompass a broad range of activities aimed at improving the usability, accessibility, and overall experience of digital products and services. The market is expected to grow as companies increasingly recognize the importance of providing a seamless and engaging experience to users. As demand for skilled UX professionals grows, so does the need for UX training programs and platforms. Online learning platforms, such as General Assembly and DesignLab are capitalizing on this trend, offering courses in UX design, research, and strategy.

REPORT COVERAGE

The report provides a detailed analysis of the market and focuses on key aspects, such as leading companies, product/service types, and leading applications of the product. Besides, it offers insights into the market trends and highlights key industry developments. In addition to the factors mentioned above, the report encompasses several factors that have contributed to the growth of the market in recent years.

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REPORT SCOPE & SEGMENTATION