Cost-Justifying Usability, 2nd Edition

settlement to fix their Web sites to make them fully accessible for blind users and

others “in one of the first enforcement actions of the Americans with Disabili-

ties Act on the Internet” (CNN).

For many, the legal requirements are the clincher, not just because it’s the

law, but because the risk and potential high cost of a lawsuit or a failed sale to a

large customer is unacceptable. A single employee suing on the basis of dis-

crimination could be an enormous cost by itself, and the potential is high for

class action lawsuits when Web sites serve a large audience.

13.3.9 Cost Savings in Service Provision

If you will be working with customers with ...