Cost-Justifying Usability, 2nd Edition

The LCs and EGs tend to have a broader range of services, encompassing

more research, training, and strategy consulting. The EGs appear to spend more

time performing evaluation activities, while the LCs have a more even distribu-

tion of time across research, design, and evaluation. This could be because, once

established, an LC becomes viewed as a “trusted adviser” who can perform a

range of tasks for the client organization.

Several of the external usability groups noted that their strategy was to “get

in the door” by offering a relatively inexpensive heuristic evaluation of an appli-

cation and then expanding this initial activity into high-valued ...