Igniting User-Centered Design Thinking at DOE: Challenges and Lessons Learned

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To decide if an organization is a good fit for institutionalizing UCD, ask yourself:  How stable is the organization?  Is it motivated to fix problems?  How open is it to embracing change?  How is Web funding allocated?

 Shows value of UCD in a persuasive way.  Understands how UCD fits current development process.  Can identify and address pockets of resistance.  Can direct resources.  Can keep the initiative moving long term.

Examples of useful wake-up calls:  Capitalizing on a product launch that bombs.  Sharing case studies from other groups going through UCD.  Having an expert review conducted.  Showing user click patterns.  Conducting a pilot usability study.

UX consultants can help:  Decide on a strategy.  Invoke “outside authority.”  Train staff on UX processes.  Provide examples, templates, and standards.  Assist with overflow UX work. Look for consultants who:  Are leaders in their field.  Are a good cultural fit.  Enjoy mentoring.  Are easy to work with.  Are experienced helping organizations with UCD.

No budget? Look for:  Training/mentoring through groups like UXPA.  Free testing programs like DigitalGov User Experience program.  UX materials available online, such as through usability.gov.

“Usability should not reside within a single group or team. In order to succeed, usability must permeate the entire organization and become part of the system.” - Eric Schaffer, Institutionalization of Usability

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Consider providing:  Knowledge and skills training  Rules, standards, and processes  Templates and examples  Analysis and design tools  Testing facilities tionstandards/analysis_usability.html

Wendy Littman TecEd, Inc linkedin.com/in/wendylittman/