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Usability Return on Investment


PacificCable.com and the icCart from Independent Commerce were used in the latest report from the Nielsen Norman Group called Usability Return on Investment as an example on how quality design of a website and shopping cart can lead to better customer experience and more sales.
Nielson Norman Group
The philosophy of the Nielsen Norman Group is simple: To help companies enter the age of the consumer, designing human-centered products and services.

Summary

Documents current best practices in employing usability methods in Web design projects with respect to two issues:
  • Cost of usability activities
  • Expected improvements in measured usability

Data collected from a large number of development projects: 42 case studies for the benefits estimate and 863 projects for the cost estimate.

Describes the different ways one converts usage metrics into monetary gains for different types of projects (intranets, e-commerce, marketing sites, internally-developed software, software for sale, consumer electronics and other hardware products).

> sample pages as thumbnail image

Table of Contents

110 page report.

  1. Executive Summary
    • Cost of Usability
    • Benefits from Usability
    • Estimating ROI
  2. Cost of Usability
    • Survey of Best Practices
    • Detailed Regression Model for Usability Budgets
    • Comparison with Other Budget Estimates
    • Future Trends
  3. Benefits of Usability
    • Sources of Gains from Usability
    • Estimating the Magnitude of Gains from Usable Design
    • Computing Improvement Scores
    • Expected Usability Improvements
    • Comparison with Usability Metrics from Traditional Development Projects
    • Various Classes of Web Usability Metrics
  4. Case Studies by Metrics
    • How Case Studies Were Collected
    • Anonymous Case Studies
    • Sales and Conversion Rates
      • 15 case studies
    • Traffic and Visitor Numbers
      • 8 case studies
    • Feature Use
      • 8 case studies
    • User Performance
      • 10 case studies
    • Development Time
      • 1 case study

What You Get

  • 42 case studies of design improvements in redesigning websites: the measured improvements ranged from 0% to 6,567%. (Yes, one site didn't get better; one site got more than 65 times better.)
  • 75 screenshots of before/after versions of websites with the associated metrics showing the impact of each design change on usage.
  • Mathematical formula that takes the size of a design project and computes the recommended usability effort according to current best practices.

Who Should Read This Report?

  • Anybody who is responsible for the design, implementation, or strategy for websites.
  • Internet marketing managers.
  • Usability managers and user experience professionals.
  • Professors and consultants who teach usability (the site license does not allow you to make copies for course participants who are not employees of your company; even so, the material in the report will help anybody improve the way they teach usability).

Please help us continue publishing low-price reports by buying a site license if you have colleagues who will read the report. If you only need it for yourself, then that's obviously what the single-user license is for. If somebody "gives" you a copy, then please buy a download anyway to keep prices down in the future.

Download Report (PDF file, 110 pages) Download Report (from eSellerate)

$118 for the PDF file (110 pages)
$248 for site license that allows you make multiple copies and distribute within your organization

Be sure to let them know you learned about this from PacificCable.com!