Today is World Usability Day. World Usability Day was formed “to ensure that the services and products important to life are easier to access and simpler to use.”
I was fortunate enough to be able to make a brief presentation to my company about the importance of usability. I referred to Peter Morville’s “User Experience Honeycomb” and Peter Merholz’ “Experience is the Product” visuals:
It is true that clients care about features and functionality, but a company’s true ROI occurs when it focuses on a holistic view of the client. It is, after all, the experience that drives client retention and referrals. It is the product usability that reduces customer service calls, reduces enhancement requests, and allows the company to focus on innovation rather than maintenance.