Design

Beyond the Purchase Order: Why User-Centred Design Due Diligence is Essential for UK Founders in Software Proc

For UK founders procuring software or automation, design due diligence is not an optional extra, but a critical safeguard. Neglecting user-centred principles from the outset can lead to significant financial rework, operational inefficiencies, and reputational

By Loom Workz Reviewed by Atahan 6 min read
Beyond the Purchase Order: Why User-Centred Design Due Diligence is Essential for UK Founders in Software Proc

The short answer

UK founders can effectively integrate user-centred design (UCD) into software and automation procurement by embedding user research early, demanding iterative design and prototyping from vendors, and prioritising accessibility. It is crucial to scrutinise a vendor's UCD methodologies and allocate specific budget for design due diligence, recognising it as an investment that de-risks projects. This proactive approach ensures solutions genuinely address user needs, reducing expensive rework, improving operational efficiency, and driving significant return on investment through enhanced user adoption and satisfaction.

The High Stakes of Software and Automation Procurement for UK Businesses

The allure of new technology, promising enhanced efficiency and accelerated growth, often drives UK founders to invest significantly in software and automation solutions. However, beneath this promise lies a landscape fraught with hidden costs and widespread failures if procurement isn't approached strategically. Many organisations overlook the critical importance of how these technologies will truly interact with their users and integrate into their existing workflows.

The financial impact of poorly designed or ill-fitting software is substantial. In the UK public sector alone, poor quality software costs an average of £1.34 million annually, with 40% of organisations reporting losses exceeding £773,000. Similarly, over half of UK manufacturers (53%) face annual losses between £390,000 and £773,000 due to inadequate software quality. Globally, companies collectively lose an astonishing $2.6 billion each year because of poor user experience (UX), highlighting a universal challenge that necessitates a proactive approach.43

This article introduces user-centred design (UCD) due diligence as a preventative measure, arguing that it is non-negotiable for UK founders looking to avoid expensive failures and ensure long-term value from their technological investments. By prioritising the user from the initial stages of procurement, businesses can mitigate risks, optimise functionality, and secure solutions that truly meet their strategic objectives.

The True Cost of Neglecting User-Centred Design in Procurement

Failing to embed design principles early in the procurement process leads to substantial financial rework and costly delays. Addressing usability issues, redesigning workflows, or re-engineering functionality after a system has launched is significantly more expensive than tackling these aspects during the initial design and evaluation phases. These costs escalate rapidly through iterative rework, fragmented systems, missed user needs, and rushed technical decisions, often pushing projects well over budget and timeline expectations.5

Operational inefficiencies are another direct consequence of neglecting design. Internal software that is difficult to use can severely hinder employee productivity and morale, slowing down critical business processes. Furthermore, poorly designed customer-facing software can lead to frustrated users and a corresponding surge in customer support inquiries, inflating operational costs and diverting resources from core activities. Poor project scoping and unclear requirements are frequently cited as primary causes for automation project failures, resulting in significant delays and increased overall expenditure.5

Beyond financial and operational impacts, poor user experience can inflict severe reputational damage and lead to a significant loss of users or customers. Research indicates that a staggering 88% of users are unlikely to return to a website or service after encountering a negative user experience. Such negative interactions quickly erode trust and brand loyalty, demonstrating that investing in robust, user-centred design is not merely about aesthetics or functionality, but about protecting and enhancing a business's standing and future growth.3

User-Centred Design Due Diligence: A Proactive Shield

Integrating user-centred design (UCD) due diligence from the outset acts as a robust shield against common procurement pitfalls. A core principle, famously espoused by the UK Government Digital Service (GDS), is to "Start with user needs" to build effective services that solve real problems for people. This approach necessitates comprehensive user research and data-driven insights to avoid assumptions, ensuring solutions are genuinely focused on addressing the specific pain points and requirements of both internal and external users.12

Iterative design and prototyping during the evaluation phase are fundamental. The GDS principle, "Iterate. Then iterate again," underscores the value of continuous refinement. By creating wireframes and prototypes, potential issues can be identified and resolved early, leading to improved cost-effectiveness and quicker delivery. This process validates ideas, de-risks development, and ensures that the final product is aligned with user expectations before significant capital is committed. Such early testing can prevent costly alterations further down the line, safeguarding project budgets and timelines.12

Prioritising accessibility and inclusivity is another critical component of UCD due diligence. The GDS principle "This is for everyone" highlights that accessible design is inherently good design, ensuring services are usable by all, regardless of ability or technology. Building accessibility into the design process from the very beginning is significantly more cost-effective than attempting to retrofit it later. Furthermore, aligning with established standards, such as the UK Government Digital Service (GDS) Design Principles and the Digital Service Standard, provides a proven framework for building and running quality digital services. The Digital Outcomes and Specialists (DOS) framework even facilitates the procurement of agile development and UCD services specifically aligned with these rigorous government policies and standards.1267

Realising Long-Term Value and ROI through Design Due Diligence

Investing in user experience improvements offers a significant return on investment (ROI). Businesses can anticipate an average return of $100 for every $1 invested in UX, translating to an impressive 9,900% ROI. This demonstrates that addressing usability issues early in the design process is not merely a cost but a powerful strategic investment that can prevent substantial revenue loss and contribute directly to the bottom line.3

Beyond financial returns, robust design due diligence leads to improved user adoption and satisfaction. Intuitive and user-centred interaction design creates seamless user journeys, resulting in higher engagement and loyalty, whether for internal employees or external customers. Solutions that are easy to use and genuinely meet needs are more likely to be embraced, maximising the intended benefits of the software or automation investment.

Furthermore, getting the design right upfront significantly minimises the accumulation of technical debt and the need for costly post-launch fixes and ongoing maintenance. By building quality "from design to deployment," businesses can effectively cut risk, speed up delivery, and protect their reputation. This strategic alignment ensures that new technological solutions genuinely meet critical business goals and deliver lasting impact, fostering sustainable growth and competitive advantage in the long term.4

Practical Steps for UK Founders to Implement Design Due Diligence

UK founders looking to integrate design due diligence effectively must embed user research early in their procurement cycle. This means thoroughly understanding user journeys, identifying key pain points, and documenting precise needs *before* committing to any specific software or automation solution. This foundational understanding will guide requirements and vendor selection, ensuring that any chosen solution genuinely addresses existing challenges and creates tangible value.12

It is also crucial to demand iterative design and prototyping from potential vendors. Founders should insist on seeing and actively testing prototypes at various stages of the vendor selection and development processes. This hands-on engagement allows for early feedback, validation of concepts, and the swift resolution of design flaws before they become expensive problems. Furthermore, prioritise accessibility by including explicit accessibility requirements in Requests for Proposals (RFPs) and meticulously evaluating how vendors plan to address these critical considerations.126

Finally, founders must scrutinise a vendor's user-centred design process. Ask detailed questions about their UCD methodologies, user testing practices, and their adherence to recognised best practices, such as the GDS design principles. Crucially, allocate a dedicated budget for design due diligence, viewing it not as an optional add-on but as an essential investment that de-risks projects, ensures long-term user satisfaction, and ultimately drives superior business outcomes.

Sources

  1. Design principles for government services GOV.UK
  2. Government Digital Service Design Principles Observatory of Public Sector Innovation
  3. The Cost of Bad UX: How Poor Design Hurts Your Business UserTesting
  4. The Hidden Costs of Poorly Designed Digital Products DockYard
  5. Why Automation Projects Go Over Budget UK Stratos Guide
  6. Digital Service Standard - Design Principles GOV.UK
  7. The Digital Outcomes and Specialists framework GOV.UK

Sources last checked 1 October 2026.