How UI & UX Shape Your Business’s Success

Citibank recently learned an important lesson about the critical nature of user interface and user experience design. The company wired a staggering $900 million to Revlon lenders – by mistake.

The bank was supposed to send nearly $8 million in interest payments, but the platform used to send the money was confusing to the point that several layers of quality control allowed a transaction worth almost $1 billion to go through. While some lenders returned the funds, Citibank didn’t receive about $500 million of the erroneous payments – a loss that a judge has since ruled irreversible.

To expand on the importance of UX and UI – and the psychological factors at work behind the scenes – host Hilary Kennedy was joined on this episode of MarketScale TV by Dr. Melanie Polkosky, a social-cognitive psychologist. Polkosky is also a UX designer, writer and researcher.

Though not every error will result in the loss of half a billion dollars, a bad UI or user experience can turn away key business from companies of all sizes. It’s critical to imagine the customer journey and design an experience that supports it and makes it simple, not detracts from it.

Follow us on social media for the latest updates in B2B!

Twitter – @MarketScale
Facebook – facebook.com/marketscale
LinkedIn – linkedin.com/company/marketscale

Follow us on social media for the latest updates in B2B!

Image

Latest

human-centered
How Human-Centered Design Led to a Startup Accelerator for Education: A Conversation with Transcend Network’s Co-founder Michael Narea
June 20, 2025

The convergence of human-centered design and education innovation is reshaping how edtech ventures emerge and scale. As AI enables hyper-efficiency and bootstrapped entrepreneurship becomes more viable, the real differentiator is empathy—founders who listen deeply to users before building solutions. A McKinsey study of 300 public companies found that design-led organizations significantly outperformed their peers, with…

Read More
care navigation
AI-Powered Care Navigation Reduces Healthcare Spend and Improves Patient Access
June 20, 2025

The U.S. healthcare system is strained by rising costs, uneven quality, and fragmented care navigation. Employers are bearing the brunt, spending more without always securing better care for their teams. According to the RAND Corporation, one effective strategy is to “change their network and benefit designs to encourage patients to use lower‑priced, higher‑value providers…

Read More
edge computing
Building the Wireless Future: Low-Power IoT, Edge Computing, and the End of the Gs
June 19, 2025

As the global race to 6G heats up, telecom providers, governments, and tech companies are investing billions to advance the next generation of hyperconnected infrastructure. European operators urge regulators to release more spectrum to stay competitive, while U.S. programs like the USDA’s ReConnect have funneled over $1 billion into rural fiber backhaul. Meanwhile, companies like…

Read More
healthcare operations
Healthcare Operations Improve with AI That Unites Data, Automation, and Ethics
June 18, 2025

Generative AI has captured the public imagination, but its most transformative use cases may lie far from flashy consumer tools. In healthcare operations, where complexity, inefficiency, and fragmentation remain persistent challenges, AI is now driving measurable improvements. Research suggests AI-enabled healthcare systems could cut administrative costs by up to $360 billion in the U.S. alone….

Read More