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'.
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