Assessment of user-centred design processes–lessons learnt and conclusions

Abstract

We carried out a series of case studies in industrial settings to learn how to perform effective assessments of user-centred design (UCD) processes. Our research strategy was to gather qualitative feedback from the organisations assessed, to understand how the different stakeholders perceive the assessments. We started with SPICE process assessment and a related UCD process model. Our observation was that the companies did not find traditional process assessment very useful. The approach and the related models were perceived difficult to understand, and not addressing ‘the right issues’. During further case studies, the assessment style evolved towards a different assessment approach. We conclude that there are different assessment situations where different approaches are needed. In the category of our focus – process performance assessment as a basis for process improvement – the focus should be on the substance of UCD rather than on the management of processes, and making the results make sense is more important than formal process capability ratings.