Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.3/235680

Title

Deconstructing silos: the business value of usability in the 21st century

Author(s)

Lindgaard, Gitte

Abstract

This talk aims to show how traditional divisions of labour and responsibilities prevent businesses from adopting a customer focus, and, more importantly, the negative impact this has on their bottom line. I discuss how Human Computer Interaction (HCI) specialists can help break down this silo structure and establish a user- or -customer centred focus. By applying HCI methods wisely, internal communication patterns can be revised to maximise the business value of a User-Centred Design (UCD) approach. Focusing first on the System Design & Development Process, I draw attention to certain points at which HCI can easily be integrated into the process, outlining some of the costs and the benefits an individual IT project stands to gain. Invariably, both of these sets of figures are surprisingly high. A brief discussion of the user- versus the consumer experience aims to show their similarities and how they differ.

Publication type

Conference paper

Source

Proceedings of 'Usability: Gaining a Competitive Edge', the 17th IFIP World Computer Congress, Montreal, Quebec, Canada, 25-30 August 2002 / Judy Hammond, Tom Gross and Janet Wesson (eds.), pp. 3-22

Publication year

2002

Keyword(s)

Return-on-investment;  ROI;  Stakeholders;  Task analysis;  Usability

Publisher

Kluwer Academic Publishers

ISBN

9781402071874, 1402071876

Publisher URL

http://www.springer.com/computer/hci/book/978-1-4020-7187-4

Copyright

Copyright © 2002 by International Federation for Information Processing.

Peer reviewed