Abstract
With a third of the of the world’s $60 trillion economy going online by 2010, usability issues become critical to corporate survival. To increase their value in this new business landscape, e-commerce HCI professionals must expand their understanding of marketing issues driving the digital economy. Areas that have been the exclusive domain of marketers such as branding, customer service, store shopping behaviour, consumer loyalty, pricing strategies, product displays, privacy, and trust now require a detailed understanding of human—computer interaction to maximise the quality of the customer experience. Firms should be investing in a total customer experience strategy that includes usability issues. Small changes in the interface can impact the quality of the customer experience and the profitability of companies. Thus, the ability of HCI professionals to contribute to the profitability of firms in the digital economy is enormous. This paper explores five years of research documenting how HCI issues impact profitability online.
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Lohse, G.J.L. (2000). Usability and Profits in the Digital Economy. In: McDonald, S., Waern, Y., Cockton, G. (eds) People and Computers XIV — Usability or Else!. Springer, London. https://doi.org/10.1007/978-1-4471-0515-2_1
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DOI: https://doi.org/10.1007/978-1-4471-0515-2_1
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