Cost-Justifying Usability, 2nd Edition

to attribute particular improvements in certain metrics to particular program-

matic changes. Thus, because she has been convinced of the general value of

usability engineering, she tends not to demand to see clear increases as a result

of each specific effort.

22.6.3 The “Compleat Angler” (for Usability Funding)

Bill Mitchell says that one key issue for him is the propensity for “usability people

to be inexperienced on the business side.” He says this problem “percolates up—

it affects the individual usability specialist when the usability manager can’t cast

the team’s benefits in terms of benefits for the business, and thus it affects per-

formance reviews.” ...