Calculating the Return on Investment (ROI) for Web Services and Helpdesk Website Redesign
Problem statement:
How might we calculate the ROI for the redesign project?
Introduction:
UF Web Services provide support for website-related issues through a ticket system. The original interface for building web pages was simplistic, lacking visual distinction between content and the page background, and had a repetitive and cumbersome workflow. For instance, the “ticket” feature was hidden within the “contact us” section.
Web services currently receive an average of 200-300 tickets per day. Additionally, our team receives direct emails from users who struggle to locate the ticket submission page or establish a personal connection. These direct emails make it challenging to track the success and efficiency of the web services team. Furthermore, team members spend several minutes each day sorting through unrelated tickets and referring them to other departments.
Having a clear understanding of the return on investment (ROI) for a project enables management to effectively evaluate and prioritize tasks while also managing the project budget more efficiently.
The goals of this redesign :
- Reduce the number of clicks required for the following actions, based on Google analysis and stakeholder interviews:
- Searching for role information (e.g., power admin, admin, editor)
- Submitting a ticket
- Accessing information for WordPress
- Accessing information for T4
- Requesting a website redesign.
ROI calculating.
Our goal is by improving interface and workflow of the redesign will save an average of 3 minutes per ticket, 1 minute from the end user standpoint and 2 minutes from the web services team, based on insights from the Nielsen Norman Group, which suggests that an average redesign should improve efficiency by approximately 75%. Additionally, we’ll consider that the average hourly rate of the web services team members is $30.
Total time saved per day = (200-300 tickets) * (3 minutes) = 600-900 minutes = 10-15 hours
Value of time saved per day = (10-15 hours) * ($30/hour) = $300-$450 per day
Based on these figures, the redesign is estimated to save approximately $6,000-$9,000 per month.
Consequently,