User-Centered Design: An Integrated Approach / Edition 1

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Overview

The start-to-finish guide to User-Centered Design!

• Make technology products easy to obtain, learn, and use
• New methods, tools, technologies, and real-world case studies
• A complete lifecycle approach to UCD that delivers breakthrough efficiency
• Evaluating your current products and aligning your entire organization to support UCD
• Improving everything your customers see, hear, and touch
• Applying UCD to software, hardware, Web sites, and services for both external and in-house use
• Optimizing UCD today—and anticipating trends that will impact tomorrow's products

It's this simple: User-Centered Design: An Integrated Approach will help you build products that customers will love—and buy!

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Editorial Reviews

From the Publisher
"This book presents not only innovative coverage of the core issues of User-Centered Design, but also a forward-looking perspective on the entire user experience. Furthermore, the authors have done a masterful job of illustrating each UCD principle with compelling examples from their collective experience in making it happen!"

—Larry Wood
Professor, Brigham Young University,
Author of "User Interface Design,"
Vice President of the Usability Professionals' Association

"Great book! As a consultant working with both small and large companies to justify, build, and promote the user-centered design process, this book is the blueprint to follow to get it right. It defines the entire UCD process and offers insightful case studies from successful companies and products. This book is necessary reading for executives, project teams, developers, and interface designers."

—Theo Mandel, Ph.D.
Interface Design and Development
author of "The Elements of User Interface Design"

"Some good usability efforts have failed because they did not recognize the need to focus on the competition. It's about time we've had a book about how usability activities strategically relate to business, competitiveness, and making money. Insights and examples here can help you if you are starting a usability group or are or part of an established one."

—Kara Pernice Coyne
Director of Research
Nielsen Norman Group

"This book provides an engaging mixture of UCD, change management,organizational strategy, and marketing communications advice presentedthrough pragmatic case studies that show the authors' deep understanding and experience. I recommend this as a mandatory guidebook for all UCD practitioners. At last, a primer on how to succeed in getting UCD operationally engaged."

—Tom MacTavish
Vice President and Director
Human Interface Laboratories
Motorola Labs

"This book will tool up the emerging usability professional, and will round out the experienced one. Karel, Scott, and Carol have done a great and thorough job of teaching the methods that defineusability engineering, and of placing them in a meaningful context oforganizational structures, finite development resources, politicalconsiderations, and communications challenges. This book demonstratesuser-centered design to be a true and invaluable sub-discipline of software engineering, on par with programming, quality assurance, technical writing, marketing."

—Randolph G. Bias, Ph.D.,
Chief Usability Officer,
Austin
Usability

"It has taken State Farm many years to develop a successful UCD/Usability program. Through years of trial and error, we developed, validated, and implemented many of the procedures and suggestions presented in this book. If this book were available at the start of our journey, we may have been able to develop a successful UCD/Usability program much more quickly and with much less pain. While most companies will need to modify the roadmap slightly to meet their own unique set of circumstances, it is, none-the-less an excellent foundation on which to build a solid UCD/Usability program."

—Jack Means
Usability/Research Administrator
State Farm Insurance
Bloomington, Illinois

"If you are in the business of designing products or services that people use, and customer satisfaction is one of your critical objectives, then read this book. It provides a rich resource that will help both promote the UCD message, and implement sound 'state of the art' practice."

—Ian McClelland
Philips Consumer Electronics

"For those who are committed to customer satisfaction, this book clearly spells out what to do, from the organization, to the project, to the individual level, to achieve products that work better for customers. It explains the realities of creating customer-centered products, under real business constraints. I'm sure that this book will not only be on our shelves, it will be recommended for all of our clients!"

—Julie Nowicki
President
Optavia Corporation

"Ok, you've now proved there are usability problems with the products, and, some of these usability problems stem from deeper problems with the business model and the way the organization is structured. This is the deeper challenge. Yes, you have the organization's interest for UCD, but it's a constant challenge to help the business units and the organization as a whole understand the unrealized value if it does not have UCD. I found this book very practical and helpful because it contains real-life business lessons learned that are useful to help you succeed in your organization."

—Mary Lytwyn
Bank of Montreal

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Product Details

  • ISBN-13: 9780130912954
  • Publisher: Prentice Hall
  • Publication date: 12/13/2001
  • Series: Software Quality Institute Series
  • Edition description: BK&CD-ROM
  • Edition number: 1
  • Pages: 288
  • Product dimensions: 6.90 (w) x 9.10 (h) x 0.70 (d)

Meet the Author

THE AUTHORS have used this book's techniques to design everything from mainframe computers to the Olympics Web site.

KAREL VREDENBURG, Architect and Corporate Champion for User-Centered Design at IBM, led the creation of the integrated version of UCD presented in this book.

SCOTT ISENSEE, user interface architect at BMC Software, is a former senior member of IBM's user interface architecture group. He holds 42 U.S. patents, and is co-author of The Art of Rapid Prototyping.

CAROL RIGHI, President of Righi Interface Engineering, Inc., has worked in HCI since 1984 and specializes in user-interface design and design education.

The authors run a popular workshop series titled Practical UCD: How to Introduce, Deploy, and Optimize User-Centered Design.

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Read an Excerpt

Preface

Do you want to change what people say about your product or system, referring to it as "elegant, simple, and powerful" rather than "ham-fisted, ugly, and unusable"? Or perhaps they're not saying anything at all. Then this book is for you. It provides an integrated approach to User-Centered Design (UCD) with an emphasis on using UCD to make products easy to buy, learn, and use. It focuses on designing a compelling "total customer experience"—everything a customer sees, hears, and touches about a product or system.

The integrated version of User-Centered Design, described in this book, was initially developed at IBM in the early 1990s by Karel Vredenburg. A team of experts at IBM continuously worked with the first author to improve this version of UCD. It is currently in its third major version. Scott Isensee and Carol Righi were instrumental in the evolution of the approach not only while they were at IBM but also after they left the company. Since leaving IBM, Scott has applied UCD effectively to the design of the i-opener information appliance at NetPliance and currently implements UCD at BMC Software. Carol formed her own company, Righi Interface Engineering, Inc. She has led UCD projects both while at IBM and now as a consultant for clients such as Chrysler, MetLife, and the Usability Professionals' Association and has taught User-Centered Design classes to major corporations. We continue to run a highly popular workshop entitled, "How to Introduce, Deploy, and Optimize User-Centered Design in Your Organization."

This book is a distillation of our collective experience and that of our colleagues in introducing UCD to many hundreds of companies and deploying it on a few thousand projects over the past 10 years. We have used the approach to design products ranging from mainframe computers to integrated circuits, notebook computers to Web appliances, database software to speech recognition software, Web site portals to the Web site for the Olympics, and we have used it on consulting projects worldwide for many industries, including healthcare, finance and banking, aerospace, insurance, automotive, and retail.

We sincerely hope that you enjoy reading the book and applying the information contained within it.

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Table of Contents

Foreword.

Preface.

Acknowledgments.

Introduction.

1. Taking Stock.

Your Current Organization and Products. Your Preliminary Road Map. Dealing with the “Yeah, Buts…”

2. The Integrated Approach.

What's in a Name? What Are the Benefits of Integrated UCD? What Types of Projects Can Benefit from the Approach? What's the Primary Target of UCD? The Six Principles of UCD. Multidisciplinary Design and User Feedback. Project Optimization. Providing Universal Access with UCD. Summary.

3. Introducing the Approach.

Make the Message Simple. Spend Time on Education. Get On “Every Train Leaving the Station”. Get the Right and Best Skills. Include the Right Methods. Carefully Select a Pilot Project. Identify a Champion. Optimize Your Organization Structure. Ensure That Your Specialized Staff Stay Technically Vital. Secure Appropriate Funding. Create the Infrastructure. Track Progress. Recognize and Celebrate Success. Communicate, Communicate, Communicate. The History of UCD at IBM. Frequently Asked Questions.

4. Deploying the Approach.

Linear or Iterative? Planning Phase. Concept Phase. Detailed Design and Development Phase. Life-Cycle Management Phase.

5. Optimizing Your Implementation of the Approach.

Education, Performance Support, Organizational Learning. Multidisciplinary Communication and Collaboration. Recruiting Participants. Web-Enabled Studies. CD Lab Tools. Automated Usage Capture. Information Analysis and Interpretation. Tracking Progress. Future Trends. Methodology Integration. Keeping Abreast of Improvements.

Appendices.

Bibliography.

Index.

About the Authors.

IBM License Agreement.

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Preface

Preface

Do you want to change what people say about your product or system, referring to it as "elegant, simple, and powerful" rather than "ham-fisted, ugly, and unusable"? Or perhaps they're not saying anything at all. Then this book is for you. It provides an integrated approach to User-Centered Design (UCD) with an emphasis on using UCD to make products easy to buy, learn, and use. It focuses on designing a compelling "total customer experience"—everything a customer sees, hears, and touches about a product or system.

The integrated version of User-Centered Design, described in this book, was initially developed at IBM in the early 1990s by Karel Vredenburg. A team of experts at IBM continuously worked with the first author to improve this version of UCD. It is currently in its third major version. Scott Isensee and Carol Righi were instrumental in the evolution of the approach not only while they were at IBM but also after they left the company. Since leaving IBM, Scott has applied UCD effectively to the design of the i-opener information appliance at NetPliance and currently implements UCD at BMC Software. Carol formed her own company, Righi Interface Engineering, Inc. She has led UCD projects both while at IBM and now as a consultant for clients such as Chrysler, MetLife, and the Usability Professionals' Association and has taught User-Centered Design classes to major corporations. We continue to run a highly popular workshop entitled, "How to Introduce, Deploy, and Optimize User-Centered Design in Your Organization."

This book is a distillation of our collective experience and that of our colleagues in introducing UCD to many hundreds of companies and deploying it on a few thousand projects over the past 10 years. We have used the approach to design products ranging from mainframe computers to integrated circuits, notebook computers to Web appliances, database software to speech recognition software, Web site portals to the Web site for the Olympics, and we have used it on consulting projects worldwide for many industries, including healthcare, finance and banking, aerospace, insurance, automotive, and retail.

We sincerely hope that you enjoy reading the book and applying the information contained within it.

Read More Show Less

Introduction

Preface

Do you want to change what people say about your product or system, referring to it as "elegant, simple, and powerful" rather than "ham-fisted, ugly, and unusable"? Or perhaps they're not saying anything at all. Then this book is for you. It provides an integrated approach to User-Centered Design (UCD) with an emphasis on using UCD to make products easy to buy, learn, and use. It focuses on designing a compelling "total customer experience"—everything a customer sees, hears, and touches about a product or system.

The integrated version of User-Centered Design, described in this book, was initially developed at IBM in the early 1990s by Karel Vredenburg. A team of experts at IBM continuously worked with the first author to improve this version of UCD. It is currently in its third major version. Scott Isensee and Carol Righi were instrumental in the evolution of the approach not only while they were at IBM but also after they left the company. Since leaving IBM, Scott has applied UCD effectively to the design of the i-opener information appliance at NetPliance and currently implements UCD at BMC Software. Carol formed her own company, Righi Interface Engineering, Inc. She has led UCD projects both while at IBM and now as a consultant for clients such as Chrysler, MetLife, and the Usability Professionals' Association and has taught User-Centered Design classes to major corporations. We continue to run a highly popular workshop entitled, "How to Introduce, Deploy, and Optimize User-Centered Design in Your Organization."

This book is a distillation of our collective experience and that of our colleagues in introducing UCD to many hundreds ofcompanies and deploying it on a few thousand projects over the past 10 years. We have used the approach to design products ranging from mainframe computers to integrated circuits, notebook computers to Web appliances, database software to speech recognition software, Web site portals to the Web site for the Olympics, and we have used it on consulting projects worldwide for many industries, including healthcare, finance and banking, aerospace, insurance, automotive, and retail.

We sincerely hope that you enjoy reading the book and applying the information contained within it.

Read More Show Less

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Sort by: Showing 1 Customer Reviews
  • Anonymous

    Posted December 26, 2001

    What UCD leaders are saying about this book

    <br> This book presents not only innovative coverage of the core issues of User-Centered Design, but also a forward-looking perspective on the entire user experience. Furthermore, the authors have done a masterful job of illustrating each UCD principle with compelling examples from their collective experience in making it happen!<br> <br> Larry Wood<br> VP, Usability Professionals' Association<br> <br> <br> Great book! As a consultant working with both small and large companies to justify, build, and promote the user-centered design process, this book is the blueprint to follow to get it right. It defines the entire UCD process and offers insightful case studies from successful companies and products. This book is necessary reading for executives, project teams, developers, and interface designers.<br> <br> Theo Mandel, Ph.D.<br> Interface Design and Development<br> <br> <br> Some good usability efforts have failed because they did not recognize the need to focus on the competition. It's about time we've had a book about how usability activities strategically relate to business, competitiveness, and making money. Insights and examples here can help you if you are starting a usability group or are or part of an established one.<br> <br> Kara Pernice Coyne<br> Director of Research<br> Nielsen Norman Group<br> <br> <br> This book provides an engaging mixture of UCD, change management, organizational strategy, and marketing communications advice presented through pragmatic case studies that show the authors' deep understanding and experience. I recommend this as a mandatory guidebook for all UCD practitioners. At last, a primer on how to succeed in getting UCD operationally engaged.<br> <br> Tom MacTavish<br> Vice President and Director<br> Human Interface Laboratories<br> Motorola Labs<br> <br> <br> This book will tool up the emerging usability professional, and will round out the experienced one. Karel, Scott, and Carol have done a great and thorough job of teaching the methods that define usability engineering, and of placing them in a meaningful context of organizational structures, finite development resources, political considerations, and communications challenges. This book demonstrates user-centered design to be a true and invaluable sub-discipline of software engineering, on par with programming, quality assurance, technical writing, marketing.<br> <br> Randolph G. Bias, Ph.D.<br> Chief Usability Officer<br> Austin Usability<br> <br> <br> It has taken my company many years to develop a successful UCD/Usability program. Through years of trial and error, we developed, validated, and implemented many of the procedures and suggestions presented in this book. If this book were available at the start of our journey, we may have been able to develop a successful UCD/Usability program much more quickly and with much less pain. While most companies will need to modify the roadmap slightly to meet their own unique set of circumstances, it is, none-the-less an excellent foundation on which to build a solid UCD/Usability program.<br> <br> Jack Means<br> Usability/Research Administrator<br> <br> <br> If you are in the business of designing products or services that people use, and customer satisfaction is one of your critical objectives, then read this book. It provides a rich resource that will help both promote the UCD message, and implement sound 'state of the art' practice.<br> <br> Ian McClelland<br> Philips<br> <br> <br> For those who are committed to customer satisfaction, this book clearly spells out what to do, from the organization, to the project, to the individual level, to achieve products that work better for customers. It explains the realities of creating customer-centered products, under real business constraints. I'm sure that this book will not only be on our shelves, it will be recommended for all of our clients!<br> <br> Julie Nowicki<br> President<br>

    Was this review helpful? Yes  No   Report this review
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