When ROI Isn't Enough: Making Persuasive Cases for User-Centered Design
http://www.uxmatters.com/MT/archives/000189.php

Jones, Colleen
UXmatters
2007

Abstract:

Making the case for user-centered design (UCD) is a topic of recurring discussion for UX professionals. Much of the discussion has centered on strictly objective approaches such as cost-benefit or return-on-investment (ROI) analysis. However, recent commentary suggests proving ROI is not always enough.