UsabilityAndRoi

The Return On Investment (ROI) of Usability has been demonstrated many times. The benefits summarised as follows:

Increases revenues and sales by helping to drive the right user behaviour

• Increased up-sell and cross-sell opportunities through higher quality engagement
• “Persuasion Architecture” is increasingly being used as a way of influencing the way users interact with a website

Decreases customer dissatisfaction and churn

• Customers are less likely to defect if the experience is good
• It is much cheaper to retain customers than to acquire new ones

Decreases development costs by eliminating errors early in the development cycle

• Even limited evaluation and testing can eliminate the vast majority of problems, leading to considerable savings

Reduces user errors and decreases customer support costs

• There is less need for back-up support for both customers and employees if things work properly on the internet/intranet

Decreases training costs

• The simpler things are, the less training is required

Reduces the risk of litigation

• Best practice is a ‘hygiene factor’ rather than a nice-to-have
• Expensive litigation could place a burden on resources if things are not done properly and damage your brand