goals are business goals. Web sites that are hard to use
frustrate customers, forfeit revenue, and erode brands.
Executives can apply a disciplined approach to improve
all aspects of ease-of-use. Start with usability reviews
to assess specific flaws and understand their causes.
Then fix the right problems through action-driven design
practices. Finally, maintain usability with changes in
& Souza, Forrester research, September 1998
even the nascent state of the Web can excuse the amateurish
lack of usability of today's eCommerce initiatives. The
sites we evaluated demonstrated a fundamental failure
to incorporate decades-old principles of software design.
But as the novelty of doing business on the Web gives
way to demands for basic quality, companies will have
to get serious about user experience.
Forrester Research, December 1999
benefits of usable technology include reduced training
costs, limited user risk and enhanced performance ...
American industry and government will become even more
productive if they take advantage of usability engineering
president Al Gore, 1998
suggests that e-retailers who skimp on website design
and user testing significant and avoidable losses in revenue.
a corporate intranet, poor usability means poor employee
productivity; investments in making an intranet easier
to use can pay off by a factor of 10 or more, especially
at large companies.
Web Magazine, 1999