In some of these cases usability problems impacted negatively on customer satisfaction and business success, while in other cases they did not. How do we explain this, especially the market success of products with usability problems? We in the user-centered design (UCD) profession tend to promote usability by arguing that it improves products, is necessary for consumer satisfaction, and thus should improve sales. How do we account for cases in which customer satisfaction and sales do not seem to depend on usability? A traditional way of making the business case for usability is cost justification and return-on-investment (ROI) .…
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