Meeting the challenge of measuring return on investment for user centered development

Authors:
Thomas M. Graefe;Susan L. Keenan;Karen C. Bowen
Affiliations:
Hewlett-Packard Company, Littleton, MA;Hewlett-Packard Company, Littleton, MA;The MITRE Corporation, McLean, VA
Venue:
CHI '03 Extended Abstracts on Human Factors in Computing Systems
Year:
2003

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Abstract

To demonstrate return on investment (ROI), usability organizations must measure their impact on business-wide metrics such as quality, innovation, cost, and customer satisfaction. Although much work has focused on calculating costs and benefits of specific projects, demonstrating ROI of a usability program remains a difficult task. To build a successful measurement program for ROI, a framework is needed in which value can be explored, measured, and analyzed from different perspectives. SIG attendees will explore the foundations of such a framework by exchanging information on the challenges they face as they demonstrate ROI, suggesting possible solutions and measures, and identifying important business-wide goals.