Randolph G. Bias
Austin Usability
Deborah J. Mayhew
Deborah J. Mayhew and Associates
Dilip Upmanyu
Tivoli Systems
Justification, of Cost Justification
The Return on Investment Is What It Is
The Empirical Approach to User-Centered Design
To Whom Do Benefits Accrue?
Quantifying the Costs (Easy!)
Quantifying the Benefits (Harder)
The Value of Money — Various Financial Methods
Raw Dollars
Payback Period
Internal Rate of Return
Net Present Value
Not “If” But “Which"
Why a Cost-Justification Approach Is More Important for Web Interfaces
A Spreadsheet Model for Custom-Building Your Own
Cost-Justification Tool
Savings to the Customer
Increased Conversion Rates
Some Final Points
What of the Not-For-Sale, Internal-Use Software or Web Site?
Are We Worried About Achieving a Particular Return on Investment, or About Avoiding a Disaster (and a Law Suite)?
The “Developers Are Users” Inhibitor — How Shall We Learn Not to Depend on Our Own Intuitions?
Finding the Stakeholder in Which the Cost and Benefit Lines Cross- What to Do When the Costs Outweigh the Benefits for a Particular Suborganization
Net Present Value
Conclusions
References