 |
 customer success by design |
|||
|
||||
 |
|
 |
|
 |
|
 |
|
 |
|
 |
|
The Business Value
For web sites
- Dramatic increase in results
- Every study has identified significant design problems
that lose customers
- Every time a second round of tests have been done, the
results have been significantly greater
- One site redesign resulted in the doubling of sales
leads for a software company
- Every study has identified significant design problems
that lose customers
- Far less support calls
- Greater understanding of your customers and how to keep them
For technology supporting employee work
- Estimated benefits from one example of usability
testing an internal technology project:
|
Benefit Category
|
Value/Year
|
No. of Years Realized
|
Total
|
| Increased Productivity |
$23,958
|
5
|
$119,791.67
|
| Decreased Training |
$25,000
|
1
|
$25,000.00
|
| Decreased Errors |
$9,583
|
5
|
$47,916.67
|
| Decreased Late Design Changes |
$16,800
|
1
|
$16,800.00
|
| Total |
$209,508.33
|
From "A Basic Framework for Cost-Justifying Usability Engineering," Mayhew, Deborah J, and Mantei, Marilyn, 1994 Published in the book Cost-Justifying Usability, edited by Bias, Randolph G., and Mayhew, Deborah J.
"The benefits of usable technology include reduced training costs, limited user risk, and enhanced performance... American industry and government will become even more productive if they take advantage of usability engineering techniques."
Vice President Al Gore, Common Ground, 1998
Also see the PowerPoint presentation, Return on Investment for User-Centered Design. Audience: User-Centered Design professionals, but also anyone concerned about the real value of technology projects.
|
Grant
Consulting, Inc.
located in metro St. Louis, MO, USA |
1013
Bradington Court
Columbia, IL 62236 |
info@grantconsulting.com
(314) 581-0384 |
|
 |
|
|
|
Copyright
© 2003 by Grant Consulting, Inc. All Rights Reserved.
|
|
|