Cost-Justifying Usability, 2nd Edition

tion for their dollars increases, more e-commerce sites are making ease of

use a differentiator. ‘A year ago, it was a rush to put up applications and

functionality....It’s now a rush to be useful’” (Kalin, 1999).

Statistics

“The importance of having a competitive edge in usability may be even more

pronounced for e-commerce sites. Such sites commonly drive away nearly

half of repeat business by not making it easy for visitors to find the infor-

mation they need” (Manning, 1999).

“The repeat customers are most valuable: new users at one e-commerce site

studied spent an average of $127 per purchase, while repeat users spent

almost twice as much, with an ...