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Another illustration of how financing in usability at

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Another illustration of how financing in usability at the early stage of the design process willsave the money at a later stage. A study by Pressman found that 80% of costs during asoftware's lifecycle come from the maintenance phase. The study also found that greatest partof these costs rises out of "unmet or unforeseen" user requirements.[UWilson14]Figure 3: Reduced call and support costs minimizes maintenance costSpending in usability helps to resolve these issues during the design stage, where they can bedispensed with at a much lower price. All redundant second that the support staff usesresponding to a customer support issue (time when paying for their wages) is the cost of poorusability investment.3.5 Increased SalesIt's not a big leap in logic to claim that improved usability for customers will make them morelikely to execute a purchase or to extend their purchase volume.A study by Creative Good discovered that giving a better experience for the customers willprolong the quantity of purchasers by 40%.[UWilson14]Another study by UI Engineering observed that by giving "sufficient product information to yourcustomers at the right time you can increase sales on your site by up to 225%".[UWilson14]Improved usability makes for satisfied clients who are more likely to purchase, eventuallyexpanding the business's profits.3.6 Usability BenefitsThe Nielsen Norman Group have analyzed data from 42 cases where usability metrics wereavailable for website redesigns. Averaged across the 42 pairs of measures they had found,usability increased by 135% when they omitted five outliers with especially significant usabilityimprovements. (If they include these outliers, the average improvement jumps to 202%.)[UNiel03]The improvement in usability metrics differed depending on the metric, as the following tableshows:
Table 2: The improvement in usability metrics differed depending on the metric[UNiel03]The current study of Nielsen Norman Group does not incorporate intranet redesign projects.However, based on their studies of intranet design potential, Jakob Nielsen consider that theaverage improvement in intranet usability metrics is a bit below 100%.[UNiel03]3.6.1 Co-CreationCertainly, the very common metric of ROI is financial, and a tested-to-breaking-point product,including a user-centric UI, will assure the user experience is a pleasurable one, promotingmore exchanges, and, in turn, increased revenue.3.6.2 TrustIf the organization is providing the users a great user experience, the organization will also bestrengthening trust in the brand. A user is more reasonably to retain with a website or platformthat they've earlier had a trouble-free experience of, than one that's showed something of ausability nightmare. How many customers are using the system, and how many are yielding touse again, can be tracked via analytics software.

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