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Oct 8, 2015 at 20:00 comment added Ovidiu Berdila Unfortunately I have not come across any study on this subject. You can instead do some user testing yourself and record the sessions. If you need to convince someone from the management, just show them the parts where the users struggle. Researchers at Xerox did something similar in the 80's where they put some of the smartest people from the company to execute a trivial task as making a two sided copy of a document that took them more than 20 minutes to figure out how to do. The recording finally convinced the management that they have a real usability problem.
Oct 8, 2015 at 15:51 comment added Mark My sentiment exactly. Thank you expressing so well. What I lack in the argument is any research that shows the user experience is impacted. Would you be able to point me to any studies or articles you might have come across
Oct 8, 2015 at 14:42 history answered Ovidiu Berdila CC BY-SA 3.0