I've been tasked with listing potential problems that a client might have
and their solutions. Basically, I'm to find the ROI of usability as it
applies to our clients complaints. We specialize mainly on intranet web
applications and we're looking to expand our services a bit -- usability
assessments, interaction redesigns, etc.
As I'm working on gathering ROI research, I'm turning up some decent
research, but most of it is dated from the late 80s to the early 00s. The
most recent document I've found is from 2007, which is fine, but it's the
only recent article I've found. But even that document is referring to
studies done in the mid- and early-90s.
Does anyone know of any ~recent~ (within past 3-4 years) research done on
the ROI of usability in company intranets/internal web applications?