Re: Usability ROI

[Pat Anderson <panders -at- aw -dot- sgi -dot- com>]

At 04:58 PM 3/13/2003 , McKinney, Suzanne wrote:
>
>Do any of you deal with usability (of interfaces, online help, and the like)
>at your company? I'm very interested in promoting usability but I need some
>hard facts and evidence as to how it helps the bottom line. My company used
>to pay more attention to this, but it seems that we really don't have anyone
>dealing with this full-time.
>
>Thanks.
>Sue McKinney
>MicroStrategy, Inc.
>
>
If your company provides customer support, see if you can obtain the
customer support call summaries or logs.
Scour these for calls that are the result of usability problems.
Obtain from the customer support manager the average cost per call.
Multiply the number of calls about usability problems by the cost per call;
subtract the cost of the usability work (salaries, hardware, etc), and the
resulting number is your return on investment.

...pat.
Pat Anderson
StudioTools Documentation Manager
Alias|Wavefront, a Silicon Graphics company
panders -at- aw -dot- sgi -dot- com

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