Institutionalising Usability: Ways to embed usability in your company or organisation
Some practical tips for ensuring implimentatin of usability ...
"At one time or another, most of us have tried to convince senior management that they need to invest in usability by appealing to logic: we describe the clear and obvious cost benefit of usability. We point out that good usability increases revenue, creates loyal customers, improves brand value and results in internal process improvement. Dozens of studies now support these assertions, so it's frustrating when managers listen patiently to what we have to say — and then completely ignore us.
The reason these sorts of arguments tend to fail is because the decision to institutionalise usability isn't just a logical argument. Because user centred design has an impact on every part of the organisation, any decision to embed usability is a decision to undertake organisational change. Logical reasoning isn't sufficient when we move into this territory because organisational change can only be achieved through people, and this means you must address emotional needs too.
Enough of what doesn't work. Let's now turn to five lines of attack that we've seen flourish at different clients in the past.
"At one time or another, most of us have tried to convince senior management that they need to invest in usability by appealing to logic: we describe the clear and obvious cost benefit of usability. We point out that good usability increases revenue, creates loyal customers, improves brand value and results in internal process improvement. Dozens of studies now support these assertions, so it's frustrating when managers listen patiently to what we have to say — and then completely ignore us.
The reason these sorts of arguments tend to fail is because the decision to institutionalise usability isn't just a logical argument. Because user centred design has an impact on every part of the organisation, any decision to embed usability is a decision to undertake organisational change. Logical reasoning isn't sufficient when we move into this territory because organisational change can only be achieved through people, and this means you must address emotional needs too.
Enough of what doesn't work. Let's now turn to five lines of attack that we've seen flourish at different clients in the past.
- Think Strategically
- Recruit a Top-level champion
- Raise Awareness
- Demonstrate ROI
- Talk the right language
Return On Investment.
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