Websites must be easy to use. Hard-to-use sites frustrate customers, forfeit revenue
to online
retailers, and erode the image of the company's brand (Manning, McCarthy, & Souza, 1998).
In one survey, 28% of Web shoppers had trouble finding the product they wanted and 62% of Web
shoppers gave up looking for a product on-line (Seminerio, 1998).
44% of websites users do not succeed in finishing their purchase
on e-business websites (Nielsen, 2001).
E-commerce sites lose almost half of their potential sales because users cannot use the site. In
other words, with better usability, the average site
could increase its current sales by 79% (Nielsen, 2001).
The average software program has 40 design flaws that impair employees' ability to use it. The cost
in lost productivity is up to 720% (Landauer, 1995).
80% of maintenance is due to unmet or unforeseen user requirements; only 20% is due to bugs or
reliability problems (Pressman, 1992).
80% of all software development costs occur after the product has been released.
(Karat, 1993).
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