Business Case for Improving Usability

Here are a few references:

Landauer, T. K. (1995). The Trouble with Computers; Usefulness, Usability, and Productivity. Cambridge, MA; London, England, The MIT Press.

Karat, C.-M. (1994). A business case approach to usability. Cost-Justifying Usability. R. Bias and D. Mayhew. New York, Academic Press: 45-70.

Chapanis, A. (1991). The business case for human factors in informatics. Human Factors for Informatics Usability. Shackel, Brian and Richardson. Cambridge, U.K., Cambridge University: 39-71.

Zhang (1999). Usability Problems with electronic medical record. AMIA Fall Conference, Washington, DC.

An IBM study indicates that $1 spent on usability design saves $100 return.