Usability is an important aspect to be looked at for making any system achieve its ROI and to give its users an ‘experience’ that will help foster a better culture in the organization. As the ultimate target of any system is to establish change management and to promote organizational innovation via modifying the behaviour or culture of the people in the organization, it becomes imperative that aspects of usability are engrained into the goals and processes of the organization.
The current scenario in most organizations is not very encouraging when it comes to its stand on Usability or those who profess usability. It is still a challenge to ‘sell’ usability and establish the ROI or the business value that usability brings. Unlike many process frameworks like ITIL or CMMI and standards like ISO – which has a perceived market value (till implemented successfully) and is a criteria for being eligible for being qualified as a service provider, usability is yet to be recognized as a mandatory ‘visible’ eligible criteria.
Usability still figures out as a ‘non-functional’ requirement in many definitions and is not considered as a mainstream activity for many development and support processes.
So, where do you think is the gap in usability that prevents the cognition of its importance as a factor to drive ROI?
The intent of raising this question is to understand usability and recognize how, what, why - factors of usability are an impediment to its success.