Cost-Justifying Usability, 2nd Edition

than $1 million a year in North America alone. The usability study resulted in

the redesign of the threading procedures and related thread path, which

reduced the number of jammed machines by more than 90%. The cost saving

in the U.S. market was several million dollars a year. The savings on a worldwide

basis were much larger.

If the product had been subjected to a usability testing program before pro-

duction, the problem would have been identified and corrected. Furthermore,

the effort that went into creating a new user interface for insignificant features

would have been redirected, and millions of dollars in development and pro-

duction costs would ...