Kaisa Savolainen
Human-Centred Design When Direct Contact with Users Is Not Possible
100461
Developing technologies and technological innovations is difficult and
technological innovations often fail. However, user involvement has had
positive effects on system success and user satisfaction and can,
therefore, clearly be seen to be valuable. For decades researchers and
practitioners have developed ways to get user and customer input into
product and service development and this has taken place under several
different study fields, such as marketing, ergonomics, ethnography,
participatory design, usability, human-centred design (HCD), user
experience, service design, and science and technology studies.
This
dissertation focuses on HCD and inspects whether HCD can be practiced
without direct contact with users and, if so, what are the practices
applied. These situations are quite common in organisational settings,
and they can occur due to several reasons, such as not having enough
time or other resources, too strict confidentiality issues or the user
group cannot be contacted.
You can read the dissertation here