Doug van Duyne, Jason Hong, and James Landay


Workshop on Pattern Languages for Interaction Design:Building Momentum, in ACM Conference on Human Factors in Computing Systems (CHI)


January 2000


All trends are indicating that eCommerce is growing rapidly and will continue to grow. Forrester Research estimates that in 1999 business-to-consumer (B2C) eCommerce will reach $20 billion and business-to-business (B2B) eCommerce will reach $109 billion. However, as interaction designers and HCI researchers, we all know that usability can have a sharp impact on the user experience, which can directly affect a business' bottom line. A recent report released by Creative Good [1] estimates that $6 billion was lost due to poor web experiences in 1999. A clear example of the importance of usability was when IBM experienced a 400% increase in sales after redesigning their web site with usability in mind [2]. Combined with the fact that there are only around 250 million web users today [3] out of over 6 billion people, ease-of-use is critically important as more and more novices get on the web.

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