ROI is always calculated in terms of increase or decrease of a key variable.
These increases and decreases usually fall into one of six categories:
- Increased sales
- Increased productivity
- Increased customer satisfaction and loyalty
- Decreased training and support costs
- Decreased development time and costs
- Decreased maintenance costs – A hallmark of good UX is the elimination of unnecessary or marginal features. This reduces the complexity of the code base, making it more robust and less buggy. As a wise man once said, “there are no bugs in the code you don’t write.”