UIDesigner points to The Tao of ROI,
a must-read article for UX types looking to communicate business value.
The key take away for me, something Ive had a gut feeling for, but
never articulated, is that the value of an ROI exercise is in the process, not the result.
This underscores some of the lessons in Adaptive Paths recent ROI report,
where the process and discipline of measurement and accountability are
what distinguish one organization from another, rather than simply