About Traci

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So far Traci has created 7 blog entries.

I’m in the user’s shoes, now what?

How finding an empathetically user-centered perspective on design builds innovation Many of us talk about being user-centered, and most of us want to be user-centered designers. But what does that really mean? And how do you take the understanding you gain from user research and do something meaningful with it for an innovative outcome? In

Making Customer-Centered Design Work for Teams

Introduction Building today's systems requires a more intimate understanding of users' work than ever before. Computers are smaller and more common and interfaces are more powerful. Today, many users of computers neither know nor wish to learn how the computer operates. They merely wish to get their jobs done. In addition, vendors are under increasing

Representing Work for the Purpose of Design

Abstract Designing products well requires a clear and detailed understanding of how people work. However design teams are not usually expert at understanding work, and there are no generally-accepted techniques for representing how people work appropriate to design. Without support for thinking about the customer, design teams tend to focus on the technology and the

Apprenticing with the Customer: A Collaborative Approach to Requirements Definition

A new computer system changes how its customers work. Designing such a system requires intimate knowledge of customers' work and motives to ensure that the system supports them well. The creation of a new system implicitly means designing the new work practice it will support. Because system design is so intimately involved with how people

Please Come In and Help Yourself! Designing a Self-Service Website

The face of customer service is rapidly changing from a friendly smile or voices on the phone to a something a little more “square” and electronically powered — generally known as a screen. I can’t even remember the last time I stepped foot inside a bank — at least not farther than the atrium with