User

Clients may require a project, but users are the ones that will actually use the resulting product, and their reaction determines its outcome. While it’s tempting to look solely at immediate client contentment as our main goal, it is the end users’ satisfaction and productivity that are more fundamental metrics. Even if a solution is designed and executed perfectly to a client’s liking, if end users find it hard to understand, lacking in needed features, or confusing, their feedback (and support costs) will eventually change the client’s mind as to its quality.

Users can provide a counterpoint to client’s needs, and fill in how tasks (and software) are used in the “real world.” Users should be represented in the process through analytics, usability tests, and providing direct interactions, such as prototype testing, surveys, and design reviews. Personas may be created to help foreground the user as the team develops its product.

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