Too often, organizations don't track total
lifecycle costs for a software project. The original development
budget and schedule is known, but they don't typically track
how expensive support costs are, what they're attributable to,
how much employee time is wasted on unusable
tools, and other
post-production factors. How does integrating usability
into the product life cycle help reduce cost and unpredictability?
According to a recent study conducted by usability specialists
Nielsen Norman
Group (nn/Group), the expected improvement from
usability is 83%. ROI is high because usability is cheap
relative to gains.
Usability is measured not in money, but in
increased use, more efficient use, or higher user satisfaction.
Adding usability to a product development
process brings benefits in various business areas:
- Increased productivity
- Increased sales and revenues
- Decreased training and support costs
- Reduced development time and costs
- Reduced maintenance costs
- Increased customer satisfaction
Typical business metrics include:
- Conversion rates, such as sales or lead generation
- Traffic numbers, such as page view statistics
- User performance, such as the time needed to perform key
tasks
- Target feature usage, such as the number of users who click
a link to crucial information
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