The High Cost Bad User Interfaces
User Interface Design Course encourages companies to invest in
usability because the cost of usability failures is so high. This page
is a resource for finding the original reference for some of the Return
On Investment claims that I quote.
"Bad usability in one printer product led to $500,000 worth
of support calls per month."
Source: Mauro, C.
Usability Science: Tactical and Strategic Cost Justifications in Large
Corporate Applications. Published in Cost
Justifying Usability, Morgan Kaufman Publishers, 2005.
|"48% of consumer
electronics returns are ‘No-Fault-Found’. In many cases, they are just
too hard to use, or the consumer sets it up incorrectly."|
Source: Development of a design analysis model for consumer complaints : revealing a new class of quality failures, by Petronella Henrica den Ouden
"Over one third of medical device incident reports to the FDA
involve use error."
instrumentation: accessibility and usability considerations, by
Jack M. Winters, Molly Follette Story, page 31.
Also detailed at http://www.devicelink.com/mddi/archive/06/01/007.html