When we talk about the UX – user experience – of an online service or product we’re not just talking about beautiful interfaces or smooth navigation. What happens when a user encounters a product, feels something about it – and what remains when they finally close the app or device?
This is where honesty comes into play.
Honesty can only arise when we truly understand our users. It is more about creating a connection to their reality than being correct about a given technical detail. That understanding doesn’t come out of thin air. It takes commitment and meeting our users where they are.
When UX research and testing are skipped, a company might save time and money in the short term, but in the long run, the cost can be fatal.
What happens if we don’t build a relationship with our users?
First, we lose trust. When a user feels unheard, they don’t come back. Worse still – they tell others, and a negative experience begins to spread. In today’s digital world, a bad reputation can destroy a product faster than any marketing campaign can repair it.
Another critical consequence is that we stop developing the product in the right direction. Without ongoing feedback and understanding, UX stagnates, and competitors pull ahead.
It’s easy to assume we know what our users need, but this assumption is dangerous. The quality of the user experience depends on how well we respond to users’ real emotions and needs. Without that connection, we get stuck in our own assumptions, and innovation gradually fades.
Ultimately – and perhaps most importantly – honesty in UX and a connection with our users shape how our brand is perceived. If UX research and testing are treated as a necessary evil rather than a valued practice, it shows. The company’s reputation and credibility suffer, and the brand’s value begins to erode.
Bulding a relationship with our team
Honesty doesn’t only apply to users – it applies to the people building the product. When UX work is driven solely by business needs, developer motivation often starts to decline.
Developers are hired to solve problems and improve the user experience, but if the company strategy prioritizes short-term wins and quarterly goals over user needs, developers begin to sense repetition and superficiality in their work.
When obvious product issues go unfixed, developers quickly realize the goal isn’t truly to serve the customer – it’s to push forward and move on. And that hurts.
Motivation is born from meaning. Developers want to create lasting value. When UX issues and bugs are ignored, the work starts to feel mechanical. Code gets written, issues are reported – but nothing changes. Over time, cynicism takes root. Quality drops. And the people who care the most start looking for a new home.
In the long run, this deeply affects company culture. Innovation doesn’t come from chasing money – it comes from excitement and belief that the work matters. When that belief fades, the company’s ability to adapt and attract talent fades too.
So the question is no longer “should we” – but “can we succeed without it?”
UX is not a decoration. It’s a relationship. And relationships are alive. They need honesty, feedback, listening – and a willingness to change.
Without that, we don’t just lose users.
We lose ourselves.