User-Centered Design in Practice - Problems and Possibilities

A 1998 PDC & CSCW  Workshop

The approaches in User-Centered Design (UCD) vary from Participatory Design (PD) to model-based engineering. No matter the approach, UCD is not the simple, clear-cut way to successful systems development as is sometimes made out. To discuss these issues the authors arranged a one-day workshop at the Participatory Design Conference (PDC ’98) in Seattle entitled "User Centered Design – Problems and Possibilities". The purpose of this workshop was to discuss the problems encountered in UCD in practice and possible solutions, focusing on case studies in real systems development projects.

Ten position papers  were accepted and the workshop gathered 16 participants from 7 different countries. In addition to the position papers, preparatory questions and definitions were posted on the workshop homepage prior to the workshop.

The workshop was a full-day event organised in different blocks, each of which covered a number of related questions. The workshop also included a break-out session with group discussions. Some of the questions discussed during each block are described below. For a full account of the workshop results see CID-40.

User centered design versus participatory design

UCD and PD are two overlapping sets, with an uncertain amount of overlap, rather than the one being a subset of the other.
For example, participation by management and trade union representatives in design reviews does not ensure that the designers center their designs on the user and the users' needs.
It seemed to be generally agreed that reducing the size of the PD set that is not also user-centered was the most immediate challenge to UCD in practice.

User participation

What if the users cannot participate, is it possible to work with UCD nevertheless? If you do have access to the users, should you work with them in groups or as individuals? Where and how do we meet and communicate with users? It is important that not only the UCD facilitators but also the designers and developers should go out into the field and have direct contact with the users. It is equally important to invite the users to the designers’ office - "Let the users leave their trace in the design office".

Project management and work

What does the role of the UCD include? One of the important parts of that role is bringing people together and facilitate communication. The role of the UCD facilitator includes being a matchmaker, an interpreter and a translator.
Another matter that was brought up under this heading was the cost of UCD - is UCD more expensive than traditional systems development or not?

Organisation

How do you create a cultural context for UCD? How do you avoid power structures and conflicts getting in the way of genuine user participation? Is the intention of UCD to break down power structures at the workplace or is it simply to create usable systems by means of user participation in the project?

Communication

Should the users have to learn to understand the designers? Not necessarily, but the designers must understand the user. The designer must show what the technology can be used for. It can, however, be argued that it is important that the users understand the design constraints and appreciate the complexity of the design process.
Prototypes, mock-ups, etc can be used to create a mutual shared understanding and a common language for communicating about the system.