Cost-Justifying Usability, 2nd Edition

working product (Bell, 1991). The keys are knowing that there is a true need for

a product and service and being able to respond to competitive pressures in the

marketplace. Some of the questions asked as part of the Bell-Mason Diagnostic

include “Can it be converted into a product that customers buy—or is it just a

feature?” and “Have the real customers been identified for the product?” (Bell,

2003/2004). Usability techniques and tools provide startups with the ability to

better understand their customers and the features that matter to customers.

There is a strong relationship between the success of software companies and

customer involvement in the ...