Fresh advice, still:
“Usability goals are business goals. Web sites that are hard to use frustrate customers, forfeit revenue, and erode brands.
Executives can apply a disciplined approach to improve all aspects of ease-of-use. Start with usability reviews to assess specific flaws and understand their causes. Then fix the right problems through action-driven design practices. Finally, maintain usability with changes in business processes.”
—McCarthy & Souza, Forrester Research, September 1998