Cost-Justifying Usability, 2nd Edition

more willing to cooperate in deploying the new tool. In this case, the ROI was

tied to the improvement to the computer company’s CRM and business

processes. The development team and the UCD team both contributed to the

better user experience of the application, the former by reducing processing

time and the latter by improving the UI.

In the 2003 UPA workshop (UPA, 2003), one participant described how an

Internet company provides a “preview” feature so users can click and “see how

this page will look in a redesign,” then have the opportunity to provide feed-

back. Even though the majority of responses from experienced customers are

typically in favor ...