ROI of User Centered Design


What is the business case for usability? How can usability be cost-justified? What are typical results from a usability effort? How can you measure a user-centered design return on investment?

User Centered Design- Cost Justifying Usability.


Usability is known have many tangible benefits for making designs more intuitive and user-centered. But how is usability measured and quantified? Does usability have a return on investment?

This seminar will focus on the process and methods for cost-justifying usability. We will explore techniques for measuring and justifying usability efforts in terms of their business, organizational and design impact. We will explore such issues as how to present the business case for usability, what can be expected from a usability study and how to benefit from user-centered design and usability on a long-term basis.


  1. How can usability be cost-justified? What is the business case for usability?
  2. What can you expect on the usability return on investment (ROI)?
  3. Case Studies: Results from industry leaders who have used usability
  4. Usability ROI techniques and methods: how do you measure usability ROI?
  5. Q & A

Who should attend:
Internet Marketing managers, anyone involved in implementation, design or strategy of websites, usability managers

What You Get: 

What You Get:

  1. Unlimited Archive Access
  2. PDF Notes (PPT)
  3. Access to Trainer with any questions


Frank Spillers, MS (Chief Experience Officer)

Frank Spillers is a distinguished speaker, author and internationally respected Senior UX practitioner and UX Master Trainer. He is a world expert in improving the design and user experience of enterprise sites, web applications, desktop, VR/AR and mobile apps. Frank has successfully applied 20 years of advanced knowledge of Usability Engineering skills and User Centered Design methodology in Fortune 500 and corporate environments globally.

A recognized subject matter expert by the U.S. Department of Labor, he has developed new usability techniques for understanding user needs, assessing user experience and conducting rapid design prototyping. Recently, he has contributed ground-breaking research on the impact of design and emotion. His current work has been profiled in leading industry publications including The Handbook of Task Analysis for Human Computer Interaction, MarketingSherpa's Landing Page Handbook and the book-- The Persona Lifecycle.

Before founding Experience Dynamics in 2001, Frank managed usability consulting for WebCriteria (now IBM Analytics) and worked with students of Dr. Donald Norman (the grandfather of User Centered Design) at Intuitive Design, a San Diego based User Centered Design consultancy. His current clients include: Microsoft, Intel, IBM, Logitech, GE, Hewlett-Packard, KeyBank, Four Seasons, Chase, and He has trained thousands of teams and individuals in usability and User Centered Design techniques in private as well as public settings.

Frank received his Master's in Cognitive Science (MS) from Birmingham University, UK in the user experience of VR with an emphasis on collaborative virtual environments.

Email Frank

Who’s Attending our Training?

American Airlines
American Express
Blue Cross Blue Shield
Business Objects
Calvin Klein
Capital Group Companies
Capital One
Drexel University
EMC Corp
GE Healthcare
Geico Insurance
Hartford Insurance
Hilton Hotels
Hitachi Consulting
Home Depot
John Deere
Mentor Graphics
Providence Health System
Research In Motion
State Farm Insurance
State of Michigan
State of New York
Sun Microsystems
Tulalip Tribes
US Bank

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Others Who Attend Say...

"The open format structure of the training was refreshing- it didn’t feel canned. It was very useful to focus on material applicable to our projects”.
— Logitech