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The Cost of Frustration (08 Jul 2004)
The cost of frustration is one of our favorite techniques for demonstrating the value of our work. If we can pinpoint how frustrating the interfaces are and how that frustration is influencing the business, it becomes very easy to convince stakeholders that they need to change their designs.

We've found that, once we start focusing on the underlying cost of frustration figures, we end up with a very effective metric that we can use throughout the development process. It helps us identify which designs are most effective and gives us a tool to explain the benefits of good design.
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