Introduction
In an investigation into why a large telecommunications organisation failed to invest in
appropriate usability and user experience evaluation of their website despite the website’s
obvious importance for successful business, Beukes (2015) established that there is a general
disregard for traditional good web design and evaluation practice amongst designers in the
organisation. Very little attention was given to proper user experience (UX) and usability
evaluation. The broader problem that we investigate here is how such organisations can be
convinced of the value that UX evaluation and how this could contribute to their business
success.