Seven Myths of Usability ROI (14 Oct 2003)
However, a review of the current literature and approach to usability ROI indicates several flaws which, in the opinion of the speaker, work to the detriment of the profession. The current approach is based on a set of myths, perpetuated within the user experience community, that any CEO or business executive would plainly see through. These myths have led to an ineffective, tactical approach to quantifying the value that user experience professionals bring to the design process.
Article URL: http://www.baychi.org/calendar/20031014/