Business

XI.6 November + December 2004
Page: 28
Digital Citation

When good things happen to bad products


Authors:
Timo Jokela

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) [1].…




You must be a member of SIGCHI, a subscriber to ACM's Digital Library, or an interactions subscriber to read the full text of this article.

GET ACCESS

Join ACM SIGCHI

In addition to all of the professional benefits of being a SIGCHI member, members get full access to interactions online content and receive the print version of the magazine bimonthly.


Subscribe to the ACM Digital Library

Get access to all interactions content online and the entire archive of ACM publications dating back to 1954. (Please check with your institution to see if it already has a subscription.)


Subscribe to interactions

Get full access to interactions online content and receive the print version of the magazine bimonthly.


Post Comment


No Comments Found