Making customer-centered design work for teams

Holtzblatt, Karen; Beyer, Hugh

doi:10.1145/163430.164050

Cited by 158 publications

(59 citation statements)

References 10 publications

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“…On the other hand, the cleverness of Contextual Design is that designing the user interface and its details are delayed as long as possible and it encourages thorough design change that goes beyond user interface changes (Spinuzzi, 2000). As Holzblatt and Beyer (1993) describe it by themselves: 'We could use prototypes, mockups, or sketches to represent system structure. But we find they focus the team on the user interface.…”

Section: Analysing User Needs and Discovering Relevant Issuesmentioning

confidence: 99%

Effective user involvement in product development by improving the analysis of user needs

Kujala

2008

Behaviour & Information Technology

135

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User involvement has been shown to be beneficial in the development of useful and usable systems. The trend of software development becoming a product-oriented activity creates challenges to user involvement. Field studies appear a promising approach, but the analysis of the gathered user needs has been shown to be demanding. This study presents, on the basis of seven case studies, an early user-involvement process showing how user needs can be analysed and how the input to product development can be identified. In addition, the process is tested in two industrial cases with interviews and a questionnaire. The results show that the process supports effective early user involvement; the resulted requirements were evaluated as being more successful and their quality as better than average. However, the case studies show that user involvement not only provides useful information about users' needs but also increases the understanding of users' values.

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Section: Analysing User Needs and Discovering Relevant Issuesmentioning

confidence: 99%

Effective user involvement in product development by improving the analysis of user needs

Kujala

2008

Behaviour & Information Technology

135

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“…A multi-method approach was therefore employed, which included contextual interviews, group discussions, questionnaires, workshops, lab experiments, observations, video screen capture of system usage, notes from discussions and documentary evidence (Carroll et al 2003a;Holtzblatt and Beyer 1993;Mendoza et al 2005). In addition, datacollection activities were structured in such a way as to identify the unfolding of people's appropriation choices over time; workshop participants' impressions or evaluations of the AKD prototype were captured after a short presentation, which also entailed the presentation of other KMS to serve as points of comparison (level-one evaluation; refer to mTAC, Figure 6.1), as well as during and after having an opportunity to explore and use the technology to support various tasks (level-two evaluation).…”

Section: Figure 63 the Retina Interfacementioning

confidence: 99%

Evaluating information systems: an appropriation perspective

Fidock¹,

Carroll²,

Rynne³

2010

Information Systems Foundations: The Role of Design Science

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This chapter describes the application of an appropriation perspective to support the evaluation, development and design of a knowledge management system-the Army Knowledge Domain (AKD) prototype-in the Australian Army. The AKD prototype was developed using an iterative approach informed by a modified form of the technology appropriation cycle (TAC). The TAC is a model that represents the process of appropriation through which technology is adopted, adapted and incorporated with personal, social and organisational practices, and describes how an understanding of users' appropriation choices can inform the design of future iterations of the system and supporting context. Results from the evaluation presented in this chapter have informed the next iterative development step for the AKD prototype. The utility of employing the modified TAC to support the evaluation, development and design of systems is then explored, including the support that the model provides to an expanded view of technology design.

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“…If the database is to be truly usable, its interfaces must respond to the requirements of different user profiles. This evidenced by the fact that software users are no longer willing to put up with products that are difficult to learn or use [9]. Simply creating an elegant, powerful scientific database doesn't mean that it will be used.…”

Section: Why "Split Personalities" Are Neededmentioning

confidence: 99%