ROI on usability

Establishing ROI on usability:

Guides from the NN Group

Reports to purchase

• https://www.nngroup.com/reports/intranet-research-overview/
• https://www.nngroup.com/reports/usability-return-on-investment-roi/ --- Some examples of websites and the cost justification for usability:
• https://www.nngroup.com/reports/10-best-intranets-2017/ (Intranet Design Annuals)
• https://www.nngroup.com/reports/past-intranet-design-annuals/

Free Article

• "Intranet Users Stuck at Low Productivity"

• "Intranet Usability Shows Huge Advances"

• "Intranet Usability: The Trillion-Dollar Question"

• "Usability ROI Declining, But Still Strong"

• "Do Government Agencies and Non-Profits Get ROI From Usability?"

Books

• "Cost-Justifying Usability, Second Edition: An Update for the Internet Age, Second Edition" (Interactive Technologies)

Demonstrating ROI

One of the preferred methods measure non-money related ROI is to conduct testing of productivity before and after changes are made, then to relate the changes in productivity to things that are important to the organization. For example, improvements in usability may result in:

• Decreased training costs
• Decreased employee hours on certain tasks, especially overtime hours.
• Increased productivity.

These measurements can then be turned into a measure of ROI on usability improvements.

Usability improvements do not need to be all made at the same time. A team can identify a specific area for usability improvements, perform before-and-after measurements, and then directly demonstrate ROI on the test project. This can then be used to justify addition usability expenditures.

Some things are hard to measure, including:

• mental fatigue
• user error rates
• impact on morale and employee retention due to frustration over information technology

Some case studies include:

• https://www.experiencedynamics.com/blog/2014/07/making-strong-business-case-roi-ux-infographic
• http://www.uxpassion.com/blog/ux-roi-user-experience-return-on-investment/
• https://www.quora.com/I-need-to-make-a-business-case-for-good-UI-UX-design-for-a-consulting-project-on-a-Facebook-application-Can-anyone-point-me-to-a-case-study-or-research-linking-the-impact-of-UX-UI-to-attracting-users-improving-conversion-rates-increasing-referrals-etc