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April 4, 2024

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February 16, 2026

Pablo Manzoni, UX Lead at Kaizen Softworks

Pablo Manzoni

Professional non-conformist

UX Lead & Product Designer

The Price Tag of Not Doing UX Research

Published on

·

February 23, 2026

Last updated on

·

February 16, 2026

Time to read

·

12

Pablo Manzoni, UX Lead at Kaizen Softworks

Pablo Manzoni

UX Lead & Product Designer

In product management, the value of UX research often takes a backseat, with resources mainly focused on development. But skipping this step leads to unforeseen user experience challenges, resulting in increased project costs and delayed delivery timelines.

Clare-Marie Karat, a former IBM UX researcher, says that:

Spending $1 on UX research can save you $10 in development and $100 in maintenance.

Graphic showing three stages of cost savings using UX research: Spending $1 on UX research can save you $10 in development and $100 in maintenance.

Also, the Nielsen Norman Group found that 85% of usability issues can be found by testing with just five users.

Let's have a look at a real-life example with one of our clients to discuss why prioritizing UX research isn’t just a good practice– it’s absolutely crucial for your project’s success.

CHALLENGE: USABILITY PROBLEMS ON SMALL SCREENS

When we teamed up with our client, we quickly noticed many users were struggling to use their mobile app on small screens. Key features of the app were hard to access, leading to incomplete tasks and decreased productivity.

Comparison of UX/UI Design between tablet and smaller device screens, highlighting lack of customization for smaller screens.

Even though our client knew about the problem, they didn't realize how serious it was. But when we checked the metrics, we found out that a surprising 73% of users faced this problem.

This reinforced that we needed to dig deeper with UX research to fully understand the impact.

COSTS OF IGNORING UX RESEARCH IN SOFTWARE DEVELOPMENT

Graphic image of a person skipping a step on a staircase, symbolizing bypassing research for a business project idea and proceeding directly to development.

1. Wasted Time on Redesigns and Refactoring

When assumptions aren't validated through user feedback and usability testing, the development team rushes into production without proper validation. As a result, when the final product hits the market, usability issues arise, requiring rework from both design and development teams.

According to Usability.org at least 50% of a developers’ time during the project is spent doing rework that is avoidable.

Challenges in our client’s scenario included:

  • Users were unable to complete essential tasks due to small buttons.
  • Difficulty reading text because of small fonts and crowded layouts.
  • Increased user errors, such as accidental taps or misinterpretation of on-screen instructions.
  • Compatibility issues with small screen devices leading to inconsistent experiences.

Overlooking the UX of smaller screens caused unexpected technical challenges and required restructuring efforts, ultimately prolonging the development process and delaying release dates.

Despite our careful planning, significant time and effort were needed for design revisions and development rework, disrupting our laid-out roadmap. This not only increased costs but also resulted in setbacks for other planned features and milestones.

2. Increased Customer Support Costs

After experiencing the issues mentioned earlier, users continued to struggle with using the product and reached out to customer support for assistance. Our client's customer service team faced a heavy workload, constantly troubleshooting and seeking solutions for emerging usability problems.

This drained valuable time, and the workload costs on customer support staff increased.

3. Customer Dissatisfaction and Revenue Loss

Empathic design prioritizes understanding user needs and integrating them into the design process. This requires a clear understanding of the end users, their needs, and their experiences.

Without this understanding, achieving true empathy is impossible. When a product doesn't meet user expectations or fails to solve their problems effectively, it leads to customer dissatisfaction.

Usability problems can cause users to abandon the product, resulting in revenue loss from both existing and potential customers.

In our client's case, usability problems on smaller screens eroded trust among major clients who heavily relied on these devices, damaging their reputation as a reliable software provider.

SOLUTION: UX RESEARCH AND UX QUALITY ASSURANCE

A visual representation of a roadmap showcasing the interdependencies between design and development processes. The roadmap highlights the importance of integrating user experience (UX) early in the process to streamline workflow and enhance communication among teams.

Step 1: Integrate UX Research

As a UX team, we proposed conducting empathetic research. This type of research focuses on understanding user needs, problems, preferences, and behaviors. Its goal is to gain critical insights into the end user, ensuring that the final product meets their expectations.

After conducting empathetic work, we realized that the impact on the usability of the features on small screens was significant. Not only was it uncomfortable to use, but in some cases, it didn't allow the functionality to be used at all.

This research uncovered many other unrelated problems with small screens, such as discrepancies between the original design and implementations. This demonstrates the value of investing in UX research in a project that is alive and not just in design stages.

By integrating UX research into our client's future development process, we can identify problems early on, guaranteeing that the final solution is user-friendly. This approach results in a streamlined development process and reduces unexpected costs associated with rework.

Step 2: Develop a UX QA Process

We recommended establishing a comprehensive UX quality assurance process to ensure a seamless user experience and detect usability problems before development.

To achieve this, we suggested purchasing and successfully integrated 4-inch screens into our design process and usability testing. By simulating the user journey on these smaller screens, we could identify usability problems more effectively.

Testing each product increment with devices that closely mirror the final user experience helped us improve the overall product quality and user satisfaction.

Step 3: Prioritize Design Stories & Implementation

With valuable insights from our research, we prioritized redesign efforts to focus on addressing the most critical usability problems first. This approach ensured that significant improvements were implemented fast, and development resources were allocated efficiently.

Following the creation of design stories, we meticulously monitored and tested the implementations.

CONCLUSION

This experience highlighted the critical lesson that developing without proper UX research and UX QA significantly increases costs and prolongs project timelines.

Investing in UX research not only improves user satisfaction but also optimizes development processes, ultimately saving businesses valuable time, resources, and headaches.

If you are facing similar challenges, we can help. Our experienced UX team is ready to collaborate with you to conduct comprehensive research and help you streamline your development process.

In product management, the value of UX research often takes a backseat, with resources mainly focused on development. But skipping this step leads to unforeseen user experience challenges, resulting in increased project costs and delayed delivery timelines.

Clare-Marie Karat, a former IBM UX researcher, says that:

Spending $1 on UX research can save you $10 in development and $100 in maintenance.

Graphic showing three stages of cost savings using UX research: Spending $1 on UX research can save you $10 in development and $100 in maintenance.

Also, the Nielsen Norman Group found that 85% of usability issues can be found by testing with just five users.

Let's have a look at a real-life example with one of our clients to discuss why prioritizing UX research isn’t just a good practice– it’s absolutely crucial for your project’s success.

CHALLENGE: USABILITY PROBLEMS ON SMALL SCREENS

When we teamed up with our client, we quickly noticed many users were struggling to use their mobile app on small screens. Key features of the app were hard to access, leading to incomplete tasks and decreased productivity.

Comparison of UX/UI Design between tablet and smaller device screens, highlighting lack of customization for smaller screens.

Even though our client knew about the problem, they didn't realize how serious it was. But when we checked the metrics, we found out that a surprising 73% of users faced this problem.

This reinforced that we needed to dig deeper with UX research to fully understand the impact.

COSTS OF IGNORING UX RESEARCH IN SOFTWARE DEVELOPMENT

Graphic image of a person skipping a step on a staircase, symbolizing bypassing research for a business project idea and proceeding directly to development.

1. Wasted Time on Redesigns and Refactoring

When assumptions aren't validated through user feedback and usability testing, the development team rushes into production without proper validation. As a result, when the final product hits the market, usability issues arise, requiring rework from both design and development teams.

According to Usability.org at least 50% of a developers’ time during the project is spent doing rework that is avoidable.

Challenges in our client’s scenario included:

  • Users were unable to complete essential tasks due to small buttons.
  • Difficulty reading text because of small fonts and crowded layouts.
  • Increased user errors, such as accidental taps or misinterpretation of on-screen instructions.
  • Compatibility issues with small screen devices leading to inconsistent experiences.

Overlooking the UX of smaller screens caused unexpected technical challenges and required restructuring efforts, ultimately prolonging the development process and delaying release dates.

Despite our careful planning, significant time and effort were needed for design revisions and development rework, disrupting our laid-out roadmap. This not only increased costs but also resulted in setbacks for other planned features and milestones.

2. Increased Customer Support Costs

After experiencing the issues mentioned earlier, users continued to struggle with using the product and reached out to customer support for assistance. Our client's customer service team faced a heavy workload, constantly troubleshooting and seeking solutions for emerging usability problems.

This drained valuable time, and the workload costs on customer support staff increased.

3. Customer Dissatisfaction and Revenue Loss

Empathic design prioritizes understanding user needs and integrating them into the design process. This requires a clear understanding of the end users, their needs, and their experiences.

Without this understanding, achieving true empathy is impossible. When a product doesn't meet user expectations or fails to solve their problems effectively, it leads to customer dissatisfaction.

Usability problems can cause users to abandon the product, resulting in revenue loss from both existing and potential customers.

In our client's case, usability problems on smaller screens eroded trust among major clients who heavily relied on these devices, damaging their reputation as a reliable software provider.

SOLUTION: UX RESEARCH AND UX QUALITY ASSURANCE

A visual representation of a roadmap showcasing the interdependencies between design and development processes. The roadmap highlights the importance of integrating user experience (UX) early in the process to streamline workflow and enhance communication among teams.

Step 1: Integrate UX Research

As a UX team, we proposed conducting empathetic research. This type of research focuses on understanding user needs, problems, preferences, and behaviors. Its goal is to gain critical insights into the end user, ensuring that the final product meets their expectations.

After conducting empathetic work, we realized that the impact on the usability of the features on small screens was significant. Not only was it uncomfortable to use, but in some cases, it didn't allow the functionality to be used at all.

This research uncovered many other unrelated problems with small screens, such as discrepancies between the original design and implementations. This demonstrates the value of investing in UX research in a project that is alive and not just in design stages.

By integrating UX research into our client's future development process, we can identify problems early on, guaranteeing that the final solution is user-friendly. This approach results in a streamlined development process and reduces unexpected costs associated with rework.

Step 2: Develop a UX QA Process

We recommended establishing a comprehensive UX quality assurance process to ensure a seamless user experience and detect usability problems before development.

To achieve this, we suggested purchasing and successfully integrated 4-inch screens into our design process and usability testing. By simulating the user journey on these smaller screens, we could identify usability problems more effectively.

Testing each product increment with devices that closely mirror the final user experience helped us improve the overall product quality and user satisfaction.

Step 3: Prioritize Design Stories & Implementation

With valuable insights from our research, we prioritized redesign efforts to focus on addressing the most critical usability problems first. This approach ensured that significant improvements were implemented fast, and development resources were allocated efficiently.

Following the creation of design stories, we meticulously monitored and tested the implementations.

CONCLUSION

This experience highlighted the critical lesson that developing without proper UX research and UX QA significantly increases costs and prolongs project timelines.

Investing in UX research not only improves user satisfaction but also optimizes development processes, ultimately saving businesses valuable time, resources, and headaches.

If you are facing similar challenges, we can help. Our experienced UX team is ready to collaborate with you to conduct comprehensive research and help you streamline your development process.

Related Articles

·

May 27, 2026

What AI Can and Can’t Replace in Design Systems

What happens when you build a design system from v0, Figma, and Windsurf, and let AI handle the speed while you keep the judgment.

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Just this month, I built a full design system in about 20 hours.

What used to take weeks, sometimes months, is now dramatically faster. So… what actually changed? And more importantly: what didn’t?

Design systems take time. On complex platforms, they can take hundreds of hours.

We were working with a large and complex product where inconsistencies had started to pile up. Different modules had evolved in isolation, teams were making independent decisions, and there were no shared guidelines. The answer was clear: we needed a design system.

AI tools were just starting to emerge back then. They were mostly useful for simple tasks as they tended to hallucinate when things got complex. Developers had started using them earlier than designers, MCP didn't exist yet, and Figma plugins were the best automation we had.

But the context has changed. Fast.

The Manual Era

We did what most teams did. We stopped, and we built it. Manually.

Picture two designers, a mountain of inconsistencies, and no map. We had to cross-reference information manually, digging through the code, detecting what could be merged, agreeing on naming conventions, deciding how to name components. Hours and hours of discussion until we finally landed on a solution.

In the end, we got there. A cleaner system, faster workflows, and for the first time, both teams speaking the same visual language. Hard-won, but it worked.

But now every month a new AI model seems to be released. Design is finally catching up with what developers faced about two years ago. New tools arose, and with that, the scope of our work as designers completely changed.

The Human Factor

For an internal project, I used our Kaizen site as a reference, combined with documentation from industry leaders as a guideline.

I started in v0, which is essentially a chat interface where you can generate UI components through prompts. I fed it the colors, typographies, and a reference image, and from there it was a back-and-forth: the AI generated, I reacted, adjusted, and pushed until the output matched what I had in my head. And just like that, I started prompting my way through a Design System.

Once a component was ready, I used the html.to.design plugin to bring it into Figma (yes, plugins are still alive!). Think of it as a bridge: the plugin exports designs directly from the browser into a Figma file.

Inside Figma, the intervention was more hands-on. First, I checked that everything was visually consistent with what was defined in v0: colors, typography, styles. Then I used Figma's built-in AI to rename all the component layers using BEM convention (something that would have taken a significant amount of time to do so manually).

BEM, which stands for Block Element Modifier, is a widely adopted naming convention in CSS. It structures layer names hierarchically and predictably, for example: button__label--disabled.

Using it keeps the code clean, readable, and consistent, especially when you're working alongside a developer who needs to understand what came out the other side.

Beyond naming, I also made sure the layer structure would generate the right properties when building component sets in Figma, so that all the variants would be correctly exposed and usable. My team also pointed out that adding descriptions to components and variants was key as context for any agent using them through an MCP.

The last step was connecting everything to Windsurf via MCP. With a frame selected in Dev Mode, Windsurf could read the Figma file and use the components to build more complex screens.

We worked closely with a developer throughout this phase. Not just for the technical knowledge, but because having someone who reads code fluently meant catching things we wouldn't have spotted otherwise. The design role here was direction and supervision: making sure the AI used the components correctly and didn't invent solutions where context was missing.

Every step of the process had a human decision behind it.

AI-assisted UI design workflow showing v0 component generation, html.to.design export to Figma, BEM layer organization, and Windsurf MCP development handoff.

An Unexpected Discovery

At one point, before we had any of the naming conventions figured out, I selected a frame and asked Windsurf to build a form using the components inside it, styled to match a specific card. The developer next to me was skeptical until he saw the result, and then he was just as surprised as I was.

What we realized is that the MCP wasn't reading layer names to understand context. It was reading everything inside the frame, even the loose text sitting alongside the components. Good naming is still worth doing. But the MCP doesn't need it to understand what it's looking at.

UI component library preview with cards, testimonials, service blocks, statistics, and a contact form for a modern software development website.

Learning to Talk to an AI

The more specific and contained your prompt, the better the outcome. We started with the most atomic component: the button, and worked outward from there. Each approved component became context for the next one, so the system gradually picked up the visual language we were building.

At some point I got ambitious and asked for five cards in a single prompt: blog card, service card, testimonial card, stats card, feature card… structures, states and all. The AI delivered.

Visually, everything looked fine. Then the developer looked at the code and pointed out that all five cards were independent components instead of variants of one. For a design system, that breaks everything.

One correction prompt fixed it. But it was a good reminder: the AI does exactly what you ask, not what you mean. And fixing it after the fact can cost more than getting it right from the start.

Some Things Learned Along the Way

  • Precision is key. Natural language is fine when you're asking for a cooking recipe, but when referring to a component, if you say things like "create" instead of "add", you'll probably end up with a whole new set of components instead of additional variants of an existing one.
  • The "Frame" is the context: MCPs can read everything inside the frame you select. This is a game-changer. It means the "naming conventions" debate might be shifting. If the AI understands the context visually and structurally, will we still spend hours discussing nomenclature in 2027?
  • No matter what happens, you can always roll back in less than 5 minutes and start over.
  • Work closely with a developer: they can help you understand MCPs and clear up any code-related doubts. Once you start to grasp their logic, you'll learn very quickly how to prompt in ways that AI actually understands.
  • There's nothing to lose by asking the AI to follow a specific naming convention for the code. It keeps everything clean and readable, and it takes no extra effort.
  • The AI covers roughly 80% of the work (generation, variations, exploration...), but the remaining 20% is where quality lives, and that part is not delegable. The AI executes. The judgment is still yours. And if you skip the review, you're not saving time: you'll spend it later.
  • Context matters more than tooling. What you don't define, the AI will invent. Small components may be resolved well, but large interfaces require more definition from the start. A well-defined system scales. An undefined one generates inconsistencies faster than you can fix them.
  • Figma is no longer the mandatory starting point. It's useful as a visual reference, a QA space, or a consolidation layer. But the AI doesn't need it. We still do.
  • There's no single right workflow yet. What you do depends on the project. We're in a transition moment where the tools change faster than the standards. The best thing you can do right now is experiment.

What AI Still Can’t Replace

Through all of this, a few things became very clear. These are the parts that didn’t change:

  • Knowing when something looks off. The AI generates, but it doesn't notice when the result doesn't feel right. That eye is yours.
  • Direction and supervision. The AI used the components we gave it, but without someone supervising it, it invents solutions where there is no context to work from.
  • The definition of done is still a human call, whether it's a conversation with a PO, a stakeholder, or just the designer's criteria. There's no prompt for that.
  • The context: knowing why certain decisions matter, what a component should communicate, what the user will actually feel. Business knowledge, stakeholder dynamics, unwritten rules, empathy for the end user. These take years to build and live in the people doing the work, not in the tools they use.

My Two Cents

The tools changed, and that gave me the chills, but throughout this experience I found that the designer's role is more alive than ever.

What once took a team weeks can now be prototyped in hours. That’s not a threat; it’s an invitation to get curious.

I'm still figuring a lot of this out, and I suspect most of us are. There's no right workflow yet, and honestly, that's fine. We are in a transition where tools change faster than standards. The best thing you can do is experiment. Don't wait for a "definitive" workflow, it might be obsolete by next month.

Go ahead, try prompting your way through a component. You might be surprised how fast the system starts to take shape.

·

May 15, 2026

Can AI Safely Apply Changes Across Microservices?

AI can update microservices safely, but only when it understands the system’s architecture, ownership, and service relationships.

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Applying changes across microservices is difficult because business logic is distributed across multiple services, each with its own data, contracts, and responsibilities.

In our experiment at Kaizen Softworks, we tested whether an AI system could safely apply coordinated changes across a microservices architecture using only minimal input.

Short answer: Yes, but only when the AI has enough architectural context.

Why are coordinated changes in microservices so hard?

In distributed systems, a single business change rarely affects just one service.

It often requires:

  • Updating multiple microservices
  • Modifying message contracts
  • Keeping DTOs (Data Transfer Objects) consistent
  • Respecting domain boundaries defined by Domain-Driven Design (DDD)

Key entities in this system:

  • Microservice: An independently deployable service responsible for a specific domain
  • Aggregate (DDD): A cluster of domain objects treated as a single unit
  • DTO (Data Transfer Object): A structured format used to transfer data between services
  • Message/Event: A communication mechanism between services

The complexity is not in the code, it’s in the relationships between components.

The experiment: Can AI reason across services with minimal input?

We designed a controlled experiment to test whether an AI model could apply system-wide changes with limited information.

Input given to the AI:

  • Message definitions (events between services)
  • DTOs (data contracts)

Tasks the AI had to perform:

  1. Identify affected aggregates
  2. Determine service ownership
  3. Apply coordinated changes across services
  4. Maintain consistency in messages and DTOs

In other words, the AI had to behave like a software architect, not just a code generator.

What was the biggest obstacle?

The biggest challenge was not technical, it was contextual.

Before and after diagram showing how ambiguous microservice names prevent AI from understanding service ownership, while aggregate-to-service mapping helps AI apply safe coordinated changes.

Problem: unclear service naming

Instead of descriptive names like:

  • order-service
  • billing-service

Our services were named:

  • john
  • sally
  • roger

This removed any semantic clues about responsibility.

Result: The AI could not infer which service owned which domain logic.

The missing piece: aggregate ownership mapping

To solve this, we introduced a simple but powerful structure:

Aggregate → Service mapping

  • Order → john
  • Shipment → sally
  • Invoice → roger

This created a clear relationship between domain concepts and system components.

Once ownership was explicit, the architecture became understandable.

How we used AI to generate architectural context

Instead of building this mapping manually, we used AI to analyze the codebase and extract:

  • Where each aggregate was defined
  • Which microservice implemented it
  • The relationship between domain and infrastructure

The result was a machine-readable architecture map.

In practice, we used AI to generate the context that AI itself needed.

Results: Can AI safely apply distributed changes?

With the architecture map in place, the AI was able to:

  • Trace message flows across services
  • Identify affected aggregates
  • Locate the correct microservices
  • Apply coordinated updates
  • Maintain consistency between DTOs and messages

While not perfect, the system worked reliably as a proof of concept.

What is the real limitation of AI in microservices?

The main limitation of AI is not code generation, it’s architectural understanding.

Without knowing:

  • Which components exist
  • How they relate
  • Who owns what

AI cannot safely modify a distributed system.

AI performance depends more on context quality than model capability.

When can AI safely modify microservices?

AI works well when:

  • Aggregate ownership is clearly defined
  • Message contracts are explicit
  • Architecture is structured and consistent

AI struggles when:

  • Naming is ambiguous
  • Relationships are implicit
  • Context is incomplete

Simple rule: If the architecture is clear, AI can reason. If not, it guesses.

Final thoughts

This experiment revealed something important:

AI doesn’t fail because it can’t write code.
It fails because it can’t see the system.

As teams move toward AI-assisted development, the focus will likely shift from:

Writing better code to Designing better systems for machines to understand

At Kaizen Softworks, we see this as a foundational shift.

Because when AI can understand architecture, it doesn’t just generate code, it helps evolve systems.