Jarret Spool published a great article on webpronews.com (never heard of that website before) about the cost of frustration where he analysis the cost of poor Usability on the Amtrak website. I’ve been using a similar approach to our reservation system but I never went as far as calculating the exact cost.
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Interesting Article: The Cost Of Frustration
By William Bakker | 09.21.04 | Comment?
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