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Is ROI an effective approach for persuading decision-makers of the value of user-centered design?

Published: 02 April 2005 Publication History

Abstract

This panel examines the utility and effectiveness of various ways of making the business case for user-centered design (UCD). Most of the discussion in our field has assumed that measuring and demonstrating ROI for usability is the key to this effort. However, experience shows that the most brilliant ROI analysis may not win the day in the real world of business. Our panelists range from people who claim that ROI is an important persuasive tool as long as the communication about ROI is happening within a healthy business relationship, to people who claim that a focus on ROI can actually be destructive. We also explore the idea that there are important business contexts where ROI simply does not fit. Through the presentations by the panelists and through discussion of a business case scenario, we explore some alternatives to ROI in making the business case for user-centered design.

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  • (2020)Participatory Design Tools: Exploring the Value of Design through MaterialityExtended Abstracts of the 2020 CHI Conference on Human Factors in Computing Systems10.1145/3334480.3375023(1-8)Online publication date: 25-Apr-2020
  • (2017)Entrepreneurial & UX mindsetsProceedings of the 19th International Conference on Human-Computer Interaction with Mobile Devices and Services10.1145/3098279.3119912(1-11)Online publication date: 4-Sep-2017
  • (2016)Roadblocks to UCD Integration2016 First International Conference on Multimedia and Image Processing (ICMIP)10.1109/ICMIP.2016.18(95-98)Online publication date: Jun-2016
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  1. Is ROI an effective approach for persuading decision-makers of the value of user-centered design?

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      cover image ACM Conferences
      CHI EA '05: CHI '05 Extended Abstracts on Human Factors in Computing Systems
      April 2005
      1358 pages
      ISBN:1595930027
      DOI:10.1145/1056808
      Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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      New York, NY, United States

      Publication History

      Published: 02 April 2005

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      Author Tags

      1. ROI
      2. UCD
      3. cost-justification
      4. return on investment

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      Overall Acceptance Rate 6,164 of 23,696 submissions, 26%

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      Cited By

      View all
      • (2020)Participatory Design Tools: Exploring the Value of Design through MaterialityExtended Abstracts of the 2020 CHI Conference on Human Factors in Computing Systems10.1145/3334480.3375023(1-8)Online publication date: 25-Apr-2020
      • (2017)Entrepreneurial & UX mindsetsProceedings of the 19th International Conference on Human-Computer Interaction with Mobile Devices and Services10.1145/3098279.3119912(1-11)Online publication date: 4-Sep-2017
      • (2016)Roadblocks to UCD Integration2016 First International Conference on Multimedia and Image Processing (ICMIP)10.1109/ICMIP.2016.18(95-98)Online publication date: Jun-2016
      • (2014)A Return on Investment Assessment Model for a Mobile User Interface Project at the Predevelopment StageHuman Factors in Ergonomics & Manufacturing10.1002/hfm.2036824:2(216-225)Online publication date: 1-Mar-2014
      • (2012)ICT Security PolicyCyber Crime10.4018/978-1-61350-323-2.ch501(999-1015)Online publication date: 2012
      • (2011)ICT Security PolicyHandbook of Research on Information Communication Technology Policy10.4018/978-1-61520-847-0.ch020(337-353)Online publication date: 2011
      • (2011)ICT Security PolicyCyber Crime10.4018/978-1-61350-323-2.ch5.1(999-1015)Online publication date: 30-Nov-2011
      • (2008)A Green Paper on Usability MaturationMaturing Usability10.1007/978-1-84628-941-5_16(381-424)Online publication date: 2008
      • (2007)Moving ux into a position of corporate influenceCHI '07 Extended Abstracts on Human Factors in Computing Systems10.1145/1240866.1240920(1905-1908)Online publication date: 28-Apr-2007
      • (2006)How can rhetoric and argumentation help us make the case for UCD?CHI '06 Extended Abstracts on Human Factors in Computing Systems10.1145/1125451.1125541(415-418)Online publication date: 21-Apr-2006

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