Usability Views Article Details  home | timeline | recent | popular | e-reports | userati | about this site UK UPA Client Panel demands User-Centred Services (25 Mar 2003) When asked about return on investment (ROI) arguments for using usability services, panellists were cautious. Colville commented that setting up a ROI argument could leave usability as the fall-guy when targets were not met. His company favoured measuring customer satisfaction. Followell said that his team had recently introduced a process of asking their internal clients to estimate the value that usability had added – the merit of this approach was still being evaluated, but clients were 'putting bigger figures on it than we would dare'. Article URL: http://www.usabilitynews.com/news/article1004.asp Read 742 more articles from Usability News sorted by date, popularity, or title. Next Article: Working through Task-Centered System Design This site is a labour of love built by Chris McEvoy