Cost-Justifying Usability, 2nd Edition

Increasingly, manufacturers are discovering the benefits of reduced service

and maintenance costs brought about by improved usability. However, in many

cases, manufacturers and developers are not aware how dramatically such costs

can be reduced. It is critically important that the usability team seek detailed

information on the client’s service and maintenance records before attempting

to identify the scope of the problem or propose methods or budgets. Waiting to

identify usability problems by monitoring customer support calls is like fixing a

leak in the hull of a boat that has already sunk. Once the product is in the hands

of the user, the cost of fixing ...