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ROI / Cost Justification Overview


A strong User Centered Design Process has financial returns in more areas than just decreased development costs and happier customers. These were summed up nicely in "Usability is Good Business" and also in "Return On Investment for Usable UI Design".

Here are a few examples:


  • Development teams,
  • Internal IT system users,
  • Development support organizations,
  • Client support organizations,
  • Sales,
  • Marketing and Advertising groups,
  • Documentation developers,
  • Intranet/extranet/portal/web app users,
  • External clients,
  • e-commerce users and developers,
  • Business partners, and
  • the General public as consumers.


  • Good UI Practices Obtain High Return on Savings and Product Usability,
  • Decreased Litigation,
  • Exposure Enhanced Capability to Develop Strategic / Targeted New Systems,
  • Pre-release Detection of Usability Problems.


  • Reduced Development Costs
  • Saved Development Costs
  • Save Development Time
  • Reduce Maintenance / Support Costs
  • Reduced Number of Maintenance Releases
  • Save Redesign costs and
  • Multiple Iterations


  • Increased Revenue
  • Increase Number of Transactions and Purchases
  • Increase Product Sales (Higher Task Completion Rates)
  • Advertising Advantages Over Less Usability-Aware Competitors
  • Better Media Coverage - Advertising Value Increased Traffic and Size of Audience
  • Retention of Customers and Brand Loyalty Improved Client Relations
  • Attract More Customers Via General Appeal and Referral From Current Clients
  • Increased Market Share with This Competitive Advantage


  • Improved Effectiveness
  • Increased Task Success Rate
  • Decreased Task Error Rates
  • Increased Efficiency and Productivity (Reduced Time to Complete Tasks)
  • Increase User Satisfaction
  • Increased Job Satisfaction --> Reduced Turnover
  • Increased Ease of Use
  • Reduced Frustration Levels Increase
  • Ease of Learning
  • Increased Trust in the System / Product


  • Decreased Support Costs
  • Reduced Need to Consult Documentation
  • Reduced Training
  • Reduced Documentation Costs
  • Reduced Support Desk Demand


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