A No Nonsense View on How Application
Usability Saves Money
Next Step 2012
© outsystems 2012
Usability
What is Usability?
Usability = Design
Usability = ... + (Design)
What is Usability?
Match Expectations
easy to use
easy to learn
prevent errors
satisfying look&feel
easy to learn
easy to use
prevent errors
satisfying look & feel
usability cost
=
added effort
Usability & projects
<insert !
usability 

here>!
Usability & projects
Inception Implementation Deployment
•  Business Vision
•  Personas
•  User Surveys
•  Direct observat...
Techniques
(you can actually use today)
1. Share the Vision
Level 1 - Ultimate Goal
•  single sentence describing the fundamental nature
of what you are trying to achieve
• “to deliv...
Level 2 - Project Vision
•  …
•  where will we save money?
•  what will be the daily impact?
•  how do we do this today?
•...
•  are a key piece of high usability
•  make tons of small decisions every day
•  can be business smart
•  will find innov...
2. Know your User
How?
•  Field studies
o  Interviews
o  Observation
o  DIY
•  Persona development
3. Focus on what's Important
Saving 3 seconds - examples
•  Put it on the homepage
•  Support keyboard (tab, etc)
•  Smart defaults
•  Improved perform...
4. Test early and Test often
“Discount” usability testing
•  Prepare a script with tasks
•  Sit back and learn!
•  Test +/- 5 users
No registration required!
$300 million
in one year
• 1. Share the Vision
• 2. Know your Users
• 3. Focus on what is Important
• 4. Test early, Test often
usability cost
=
added effort
-
savings
1. Maximize Adoption
2020
2015
2010
2005
Form Function
De facto usability benchmarks
2. Minimize Training
Importance of training
•  Call center application
•  Training time 1 week
•  Monthly turnover 5%
•  Reduce training time b...
The research
“(…) AT&T saved $2,500,000 in training expenses
by incorporating simple usability practices (…)“ - Bias &
May...
3. Reduce Re-work
"63% of large software projects over budget (...) with top
four reasons related to usability" - Nielsen Group
"Backlogs of...
4. Increase Efficiency
• Saving 3 seconds
• For 30,000 users
• In 10 critical screens per day
• Each costing $25 per hour
...
$100 billion
(estimated) productivity lost per year due to poor usability
$100 billion
cost of building a Moon base and maintaining it for 7 years
minimize training
maximize adoption
reduce re-work
increase efficiency
© outsystems 2012
usability cost benefit
=
added effort
-
savings
© outsystems 2012
Q&A
© outsystems 2012
OutSystems - A No Nonsense View on How Usability Saves Money - NextStep2012
OutSystems - A No Nonsense View on How Usability Saves Money - NextStep2012
OutSystems - A No Nonsense View on How Usability Saves Money - NextStep2012
OutSystems - A No Nonsense View on How Usability Saves Money - NextStep2012
OutSystems - A No Nonsense View on How Usability Saves Money - NextStep2012
OutSystems - A No Nonsense View on How Usability Saves Money - NextStep2012
OutSystems - A No Nonsense View on How Usability Saves Money - NextStep2012
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OutSystems - A No Nonsense View on How Usability Saves Money - NextStep2012

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Usability has long been an optional afterthought in enterprise application development, under the premise that it represents a huge added cost with little benefit. However, in recent years the explosion of easy to use, beautifully designed applications across all platforms took user experience to the front stage again making it an instant requirement by default. In this session we will demystify the true cost and return of usability and explore techniques that you can use to save money while still making your applications look good.

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OutSystems - A No Nonsense View on How Usability Saves Money - NextStep2012

  1. 1. A No Nonsense View on How Application Usability Saves Money Next Step 2012 © outsystems 2012
  2. 2. Usability
  3. 3. What is Usability?
  4. 4. Usability = Design Usability = ... + (Design)
  5. 5. What is Usability?
  6. 6. Match Expectations
  7. 7. easy to use
  8. 8. easy to learn
  9. 9. prevent errors
  10. 10. satisfying look&feel
  11. 11. easy to learn easy to use prevent errors satisfying look & feel
  12. 12. usability cost = added effort
  13. 13. Usability & projects <insert ! usability 
 here>!
  14. 14. Usability & projects Inception Implementation Deployment •  Business Vision •  Personas •  User Surveys •  Direct observation •  Context Analysis •  Focus Groups •  System evaluation •  Card sorting •  Task analysis •  Lo-fi prototyping •  Storyboarding •  "Wizard of Oz" •  Pattern libraries •  Style guides •  Rapid prototyping •  Subjective evaluation •  Script testing •  A/B testing •  Lab testing •  "Wizard of Oz" •  Post release monitoring •  KPI evaluation •  Critical path optimization •  Remote evaluation •  User surveys •  Subjective assessment adapted from http://www.usabilitynet.org/tools/methods.htm
  15. 15. Techniques (you can actually use today)
  16. 16. 1. Share the Vision
  17. 17. Level 1 - Ultimate Goal •  single sentence describing the fundamental nature of what you are trying to achieve • “to deliver an inspiring presentation that clearly shows that the benefits of usability far outweigh its costs”
  18. 18. Level 2 - Project Vision •  … •  where will we save money? •  what will be the daily impact? •  how do we do this today? •  what are the top pains we must fix? •  …
  19. 19. •  are a key piece of high usability •  make tons of small decisions every day •  can be business smart •  will find innovative solutions •  will be more motivated Level 3 - Developers
  20. 20. 2. Know your User
  21. 21. How? •  Field studies o  Interviews o  Observation o  DIY •  Persona development
  22. 22. 3. Focus on what's Important
  23. 23. Saving 3 seconds - examples •  Put it on the homepage •  Support keyboard (tab, etc) •  Smart defaults •  Improved performance •  Contextual information
  24. 24. 4. Test early and Test often
  25. 25. “Discount” usability testing •  Prepare a script with tasks •  Sit back and learn! •  Test +/- 5 users
  26. 26. No registration required! $300 million in one year
  27. 27. • 1. Share the Vision • 2. Know your Users • 3. Focus on what is Important • 4. Test early, Test often
  28. 28. usability cost = added effort - savings
  29. 29. 1. Maximize Adoption 2020 2015 2010 2005
  30. 30. Form Function
  31. 31. De facto usability benchmarks
  32. 32. 2. Minimize Training
  33. 33. Importance of training •  Call center application •  Training time 1 week •  Monthly turnover 5% •  Reduce training time by 20% •  Save
  34. 34. The research “(…) AT&T saved $2,500,000 in training expenses by incorporating simple usability practices (…)“ - Bias & Mayhew "a well-designed interface had an ROI of 32% - 35% reduction in training, 30% reduction in supervisory time, and support" - Dray & Karat
  35. 35. 3. Reduce Re-work
  36. 36. "63% of large software projects over budget (...) with top four reasons related to usability" - Nielsen Group "Backlogs of maintenance work show that an 'invisible' backlog is 167% the size of the declared backlog" - Martin & McClure The research
  37. 37. 4. Increase Efficiency • Saving 3 seconds • For 30,000 users • In 10 critical screens per day • Each costing $25 per hour $1,432,000 a year
  38. 38. $100 billion (estimated) productivity lost per year due to poor usability
  39. 39. $100 billion cost of building a Moon base and maintaining it for 7 years
  40. 40. minimize training maximize adoption reduce re-work increase efficiency © outsystems 2012
  41. 41. usability cost benefit = added effort - savings © outsystems 2012
  42. 42. Q&A © outsystems 2012

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