Benefits to Businesses in Enterprise Applications

• Manages the risk the workers won't be able to use the application, or won't want to use it
• Ensures that vital features are not left out
• Reduces costly development of features that users don't want or don't need
• Reduces training and support costs

Benefits to Businesses in Customer-Facing Applications

• Enables ease-of-use, resulting in higher conversion rates and greater cross-selling and up-selling opportunities
• Reduces support costs, greater customer satisfaction, and improved perception of the brand
• Improves customers' tolerance of business goals that conflict with their personal goals

Benefits to Customers and Workers

• Reduces time-on-task
• Reduces frustration
• Makes visits more pleasant and rewarding
• Enables interaction patterns learned on some sites to be used on other sites without re-learning