Usability ROI?

Ich bin eben beim Frühsurfen über diesen interessanten Artikel gestolpert: eBusiness: How to argue usability investments to your CEO?

Altogether, arguing for usability investments should not exclude specific parts of your digital sales channel. If you invest in ease of use with a broader perspective, you can increase the user and customer experience by enabling people to find, understand and buy your products with less effort and in less time. Moreover, ease of access to your product landscape might allow decreasing your headcount of customer support and call-centre agents. A certain amount of usability ROI therefore also comes from increased total costs of ownership.

Ein wirklich guter Beitrag.