Scott Hirsch of Adaptive Path tackles the ROI of user experience:

So often, user-experience designers are held accountable for process objectives. A successful project is one that meets budgets, deadlines, and specifications.

There?s a problem with measuring success this way - process-objective metrics don?t really tell you how good you are at developing a strong user experience, only whether you completed the job specifications efficiently.

But what about the project itself? Was it chosen wisely? Was it grounded in user research and customer insight? What effect will it have on the business?

We take for granted that good user experience design will help a business succeed. However, if there is a dissonance between business goals and project selection - as there often is - the Web team has little control over a project?s failure.

He goes on to outline a ideas for how to develop a method of measuring the ROI of what we do. While I don't have access to all the stats he suggests in his article yet in the day job, I hope to soon - and then, hopefully, I'll be able to actually see what we're doing right. And what we're doing wrong.

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