Mergers and acquisitions (M&A) are complex, high-stakes endeavors where success hinges on more than just financials and operational synergies. Yet, one critical factor often overlooked is user experience (UX) — a key determinant of customer retention, brand equity, and post-merger success. By integrating UX research and design audits into the M&A process, businesses can uncover hidden risks, streamline integration, and maximize long-term value.
Why UX Matters in M&A
M&A deals frequently fail to deliver the expected value, with studies showing that up to 90% of mergers fall short of shareholder expectations. A major reason? Poor post-merger integration, including the failure to align digital experiences.
When two companies merge, so do their digital ecosystems — websites, mobile apps, dashboards, and customer portals — each built with distinct design principles and user expectations. If these platforms don’t integrate seamlessly, customer frustration, churn, and operational inefficiencies follow. A design-informed M&A strategy ensures continuity, enhances customer trust, and accelerates adoption.