The reality of user-centered design

Abstract

It has been suggested that user-centered design approaches may be the key to matching the development of organizational information systems to a firm's business and work requirements. The information systems literature on this topic centers upon methods to support user-centered system development: such approaches assume that the participation of relevant stakeholders will ensure an appropriate design outcome. The reality of this assumption is examined through an interpretive case study. The project team and system development approach were structured around the use of user-centered design methods, yet the initiative failed because of the poor integration of users' interests. It is concluded that the failure mechanisms observed may be general to most information systems projects: issues more fundamental than the employment of a particular methodology need to be addressed, to achieve user-centered organizational information systems.