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Cost-Justifying Usability: An Update for the Internet Age
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You just know that an improvement of the user interface will reap rewards, but
how do you justify the expense and the labor and the time—guarantee a robust
ROI!—ahead of time? How do you decide how much of an investment should be
funded? And what is the best way to sell usability to others?
In this completely revised and new edition, Randolph G. Bias (University of
Texas at Austin, with 25 years’ experience as a usability practitioner
and manager) and Deborah J. Mayhew (internationally recognized usability consultant
and author of two other seminal books including The Usability Engineering Lifecycle)
tackle these and many other problems. It has been updated to cover cost-justifying
usability for Web sites and intranets, for the complex applications we have
today, and for a host of products—offering techniques, examples, and cases
that are unavailable elsewhere. No matter what type of product you build, whether
or not you are a cost-benefit expert or a born salesperson, this book has the
tools that will enable you to cost-justify the appropriate usability investment.
- Includes contributions by a host of experts involved in this work, including
Aaron Marcus, Janice Rohn, Chauncey Wilson, Nigel Bevan, Dennis Wixon, Clare-Marie
Karat, Susan Dray, Charles Mauro, and many others;
- Includes actionable ideas for every phase of the software development process;
- Includes case studies from inside a variety of companies;
- Includes ideas from “the other side of the table,” software executives
who hold the purse strings, who offer thoughts on which proposals for usability
support they’ve funded, and which ones they’ve declined.
Table of Contents
Introduction:
1 Justifying cost-justifying usability
2 Return on investment for usable user-interface design: Examples and statistics.
Framework: 3A basic framework for cost-justifying usability engineering on Web
development projects;
4 A business case approach to usability;
5 Marketing usability;
6 Dot coms. Organizational and Design Context:
7 Cost-justification of usability
engineering: A vendor’s perspective;
8 Practical ROI issues for UCD teams:
Considering the impact of social, internal, and external ROI on team credibility,
team longevity, and product success;
9 Usability science as an independent research service;
10 ROI in Human Factors
for Web Applications;
11 The business case for international user centered design;
12 Cost-justification of usability engineering for international Web sites;
13 Brinck/The ROI of accessibility. Methods and Approaches:
14 Ethnography/Field
research at Microsoft;
15 Out of the box: Approaches to good initial interface
designs;
16 Mayhew Keystroke level modeling as a cost-justification tool
17 Medlock & Wixon The RITE method
18 Kirakowski Sample size and user testing – how much is enough?
19 Weiss Cost-justifying online surveys
----End-Game Section----
20 Bevan Cost benefits framework and case studies
21 Heppner, Lynch, Kates, & Moritz Want respect? Respect the shareholder:
Usability at Sprint
22 Bias Conclusion, wrap-up, next steps
About the Authors
Dr. Deborah J. Mayhew is owner and principal of Deborah J. Mayhew
& Associates, a consulting firm based in Massachusetts, offering courses
and consulting on all aspects of Usability Engineering and user interface design.
Clients include American Airlines, AT&T, Ford,Harvard Univeristy, and NASA.
Dr. Mayhew received her Ph.D. in Experimental Cognitive Psychology from Tufts
University. She is the author of Principles and Guidelines in Software User
Interface Design (Prentice Hall), a coeditor of Cost-Justifying Usability (Academic
Press), and a contributor to Human Factors and Web Development.
Randolph Bias- University of Texas at Austin
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