I forgot to add the URL for the Tog article. Here it is:http://www.asktog.co...GotRespect.html
Case studies?You Think Tomaytoes, I Think Tomahtoes
A case study involving usability and Bay Network's intranet estimated to be saving them $10 million per year.IBM's redesign
took ten weeks, and involved millions in cost, and:
As the redesign neared completion in February, IBM consciously held off on promoting the Web site, so it could gauge the effectiveness of the new design. The result: In the first week after the redesign, use of the "help" button decreased 84 percent, while sales increased 400 percent.
Some good examples, rather than full case studies, but worth reading about, in this article:Usability Is Next to Profitability
That's the tip of the iceberg. Usability practitioners are aware of how to write case studies. There's a world wide web filled with them.
As I wrote above, the sites that integrate usability test intelligently do so early on in development, when the cost of making changes is considerably cheaper. ROI can be difficult to measure in that instance.
See this thread, from about a week or so ago:
What is the Return on Investment (ROI) for usability?http://www.cre8asite...?showtopic=3068
As Kim wrote there:
When people notice a downturn in sales, they start thinking in terms of the user experience. That's too late. (But great for me!) The time to be thinking about the end-user is during the design phase and all those meeting with stakeholders and developers.
As for the Forrester study, it would be great to see the whole thing.
My suspicion is that when they measured how effective or ineffective a site's seach function was, they gave a site a negative score for not having a search function. I'm not convinced that all sites need search.
Will it be confirmed?
Here's the report:
Web Sites Continue To Fail The Usability Test http://www.forrester...7,17226,00.html
Note that there's a registration process that I decided wasn't something I wanted to do. It's a more detailed process than what I went through last year to pay my taxes. I couldn't take it and abandoned the site before I registered as a guest.
If you're willing to go through the process of registration, the report is free.
<edit -- fixed a couple of typos>