What does it cost to test your Web site, intranet software application, or kiosk for usability? A lot less than you'll spend fixing it later.

"The rule of thumb in many usability-aware organizations is that the cost-benefit ratio for usability is $1:$10-$100. Once a system is in development, correcting a problem costs 10 times as much as fixing the same problem in design. If the system has been released, it costs 100 times as much relative to fixing in design." (Gilb, 1988)

Existing customers are retained through superior experience. Customers can and do compare.

"Increasing customer retention rates by 5% increases profits by 25% to 95%." Discussing the behavior of online customers, the article continues: "Customers' tolerance for inconsistency and mediocrity is rapidly disappearing. Customers can compare suppliers in real time, all the time." ("E-Loyalty: Your Secret Weapon on the Web", Harvard Business Review, Reichheld and Schefter, July/August 2000)

The proven effectiveness of usability testing

"The State of Retailing Online 6.0" ranks usability testing as 100% effective in improving conversion rates - the highest rating among conventional strategies including outlets, wish lists, and product placement. (Forrester Research, May 2003)

Benefits of usability analysis:

• Cost savings on overall development. Studies show that pre-construction modeling of tasks and subsequent usability analyisis can help you avoid unnecessary overruns that can double your costs
• You have a documented record of all analyses, tests, and interface solutions to serve as a basis for future projects
• No more "guessing" at what users want or like
• Increased completion of purchase, registration, and other critical transactions

"Sun Microsystems has shown how spending about $20,000 could yield a savings of $152 million dollars. Each and every dollar invested could return $7,500 in savings." (Rhodes, 2000)