A model for how process and staffing decisions impact utility and usability
Mike Coble
Value
Help target users do target work
X users * amount of work supported * amount of cost to support each user per year = value in dollars
10 users * 10% * $4000 = $4000
Relative utility = supported work/ targeted work
User adoption = used work/ supported work
= f(usability)
Just requiring people to use something does not increase value
UX drives customer value
- Utility = how much work is supported
– % of targeted work actually happens
- Usability = how well that work is supported
– Quality of use metric
Realized customer value
I hope he publishes a version of this model!