Contextual design : defining customer-centered systems / Hugh Beyer, Karen Holtzblatt.

Includes bibliographical references (pages 449-457) and index.

The challenges for design -- The challenge of design in organizations -- The challenge of design from data -- Contextual design -- Understanding the customer : Gathering customer data -- Principles of contextual inquiry -- Contextual inquiry in practice -- Seeing work : A language of work -- Work models -- The interpretation session -- Seeing across customers : Consolidation -- Creating one view of the customer -- Communicating to the organization -- Innovation from data : Work redesign -- Using data to drive design -- Design from data --

System design : System design -- The user environment design -- Project planning and strategy -- Prototyping : Prototyping as a design tool -- From structure to user interface -- Iterating with a prototype -- Putting it into practice.

"This book introduces a customer-centered approach to business by showing how data gathered from people while they work can drive the definition of a product or process while supporting the needs of teams and their organizations. This is a practical, hands-on guide for anyone trying to design systems that reflect the way customers want to do their work. The authors developed Contextual Design, the method discussed here, through their work with teams struggling to design products and internal systems. In this book, you'll find the underlying principles of the method and how to apply them to different problems, constraints, and organizational situations.Contextual Design enables you to* gather detailed data about how people work and use systems * develop a coherent picture of a whole customer population * generate systems designs from a knowledge of customer work* diagram a set of existing systems, showing their relationships, inconsistencies, redundancies, and omissions"--Publisher description.

Machine converted from AACR2 source record.