Usability for Internal Systems: What's the Payoff?

The high quality of consumer Web experiences has raised the bar in terms of user expectations for accessing internal corporate information systems. IT organizations must embrace techniques for creating a high-quality experience and justify the related investments. Many times, investments in high-quality user experience development for information systems are justified through direct linkage to ROI. External websites focused on transactions, demand generation, and brand identity receive funding because the results can be realized in short order and measured in hard dollars. Justifying investments in internal systems requires a broader view of the customer journey and a deeper understanding of the linkages to internal processes that are less readily apparent.