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Demonstrating the Value of the User Interface Design Process Using Six Sigma Methodology

As part of an overall quality initiative at General Electric (GE), a study was undertaken to understand and reduce usability defects in the software development lifecycle at GE Information Services, Inc. Six Sigma methodology, which tries to increase quality through systematic process improvement, was applied to a sample of usability data. The results of this effort found that usability defects were highest in those products where there had been minimal involvement of the User Interface staff and usability defects were most dramatically reduced by using a systematic approach to usability (i.e., the user interface design process). When presented to upper management, the net effect of this study was a raised consciousness in the company that usability defects are very controllable, a policy statement issued that future development efforts would include the user interface design process, and a commitment for increased resources for the User Interface team.