ROI type literature for software based on UCD

Hello,

I'm looking for literature out there that directly correlates value
increases based on the use of more comprehensive UCD methods.

An example was posted in the Times recently about Kodak's use of field
research (they called it anthropology) to change their overall
strategy for their product design.

However, I was told, "This is hardware, we need examples for
software." I interpret this to mean that our "enterprise-like"
software is seen to not be a consumer product and thus has different
properties that would effect the value of diminishing return on
increasing investment in UCD processes. Since our customers don't
speak of "experience issues" it is hard to get the business-owners of
my company to understand that they are still effected by business
issues.

Our software product would be most comparable to enterprise-level
content management and collaboration software. Basically, software
where the buyer is not always the direct user.

Areas of value interest are:
- lowering support costs. Studies that show before change X we had Y #
of calls and afterwards we had < Y # of calls w/ a cost savings to the
company of $Z million.

- faster and less chaotic development periods. We reduced development
costs due to more confident and comprehensive requirements that had
less change management in later dev cycles.

- increase in revenue. These can be measured in total revenue growth,
or total profitability

- increased stock price.

- increased analyst awareness. Some analyst categores have top 5 lists
and the like. So improvement on those lists are good.

- customer retention rates increased, or lower customer attrition.

- more and better referrals

- increase in customer satisfaction via surveys

- increase in win/loss ratio

So as you can see, ROI can be in many areas, beyond direct revenue.
This my company understands, but they don't necessarily see the direct
link between UCD methodologies and the value of general design to help
achieve any of the above.

-- dave

-- 
David Heller
E: dheller (at) gmail (dot) com
W: www (dot) synapticburn (dot) com


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