Read Measuring the Value of Usability Engineering and consider the IA community's latest obsession with ROI.

I still think hard number ROI is a mirage, not an oasis.

Now that sounds familiar....

"Egreetings truly operated on "Internet time," and could implement suggestions very quickly. On the other hand, it was a challenge to keep up with them and to ask them to take time to wait for the results of our research and design efforts before jumping to a decision. "

from June/July 2002 Bulletin: Farnum. Sadly, I didn't get to work with Chris. My last act before I quit was to fight for Argus over a few other competing web design companies. We had a more than competent design team; I remember how hard it was to explain that a redesign of the look/feel would not fix what was broken, only a rearchitecture of the content would. But Egreetings folks are (were... snif!) smart smart smart and in the end they did the right thing.

Didn't stop American Greetings from gutting them after they bought the company, though.

btw, Chris is about to be a father. Go Chris! put more smart people in the world!!