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Employing a user-oriented development process

"Several years ago, I worked for a company that sold a computer system to doctors’ offices," says Info.Design founder Thom Haller.

"Receptionists used the system to check in patients, print forms, and conduct billing. Office managers used the system to evaluate financial data and identify trends. Both groups used the same book— the computer manual— to learn how to use the computer. The manual told users about all the things the computer could do, but not what it could do for them.

"So I asked the receptionists and the office managers how they used the computer. I asked about their goals and the tasks they wanted to perform. I then reorganized the manual into different books: one for receptionists and one for office managers. I structured the information to help the user.

"It worked. One office manager told me, 'Thank you, thank you, thank you. You made my life so much easier.' "