[Sigia-l] Usability Testing ROI

[Jennifer.Gillespie at fitchratings.com]

We're starting the process of redesigning a complex paid/subscription site
which was built ~5yrs ago.  There's since been a number of add-ons and
bandaids, and it's in desperate need of a complete overhaul.  A common
theme within what feedback we have received is that users put alot of value
on the overall content, but have a very hard time finding what they're
looking for.

The concept of user/usablity testing is a new one here, and a very tough
sell (time, cost, etc) to upper management, who has a hard time grasping
the value of such things.  Can anyone point me to articles, case studies,
research, etc, specifically discussing ROI of testing?

Thanks,
Jennifer






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