People, Organizations, and Processes: An Inquiry into the Adoption of User-Centered Design in Industry

Abstract

The aim of this article is to improve our understanding of user-centered design (UCD) adoption and provide accordingly useful advice to the UCD community. UCD adoption was investigated through a Web survey. The results show that the early involvement of UCD practitioners in the product life cycle is more frequent compared to 10 years ago. It is also true that the methods and the techniques employed have shifted their focus from summative evaluation to rapid development cycles and from quantitative to qualitative evaluation methods. Based on the survey, there are several organizational factors UCD practitioners and their management should consider. UCD should be part of the business strategy and supported by higher management. Usability goals must be set through competitive analysis and practitioners should be rewarded if goals are reached or exceeded. For bespoke systems, usability goals should be explicitly discussed with the customer. Special attention should be paid to communication inside and outside the company so as to clarify the outcomes and benefits of the UCD approach.