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Critique of Nielsen/Normann Group's report Usability Return on Investment

Peter Merholtz and Scott Hirsch take a closer look at Nielsen/Normann Group's report Usability Return on Investment. Though a number of the cases in the report are solid and the report provides some valuable usability metrics, Merholtz and Hirsch states that the methodologies used are so fundamentally flawed that "…any financial analyst worth her salt would immediately question its findings".

"…the report hints at linkages between usability metrics and financial returns without providing any real detailed analysis of how this was done in the individual cases or offering any guidelines for addressing, this challenge at your business".

Combining learnings from Nielsen/Normann report, Aaron Marcus' report Return on Investment for Usable User-Interface Design, and their own experience, Merholtz and Hirsch suggest how to better ascribe financial results to user experience design.

Links:

Henrik Olsen - August 03, 2003

See also: Cost-justification and ROI (18) 

 

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