Affiliations: USWeb/CKS, 1200 Abernathy Road, Northpark 600, Suite
1600, Atlanta, GA 30328-5675, USA
Note: [] Corresponding author: Richard L. Henneman, Director, Information
Design, USWeb/CKS, 1200 Abernathy Road, Northpark 600, Suite 1600, Atlanta, GA
30328-5675, USA, Tel.: +1 678 441 1856; Fax: 678.441.1986; E-mail:
rhenneman@uswebcks.com
Abstract: Usability is a system attribute that results when users can
accomplish their tasks effectively, efficiently, and with a high level of
satisfaction. A system with poor usability can result in long task
times, high error counts, large support costs, long training times, and user
dissatisfaction. Consequently, usability is of increasing importance
in the marketplace. This paper explores the process, skills, and
tools required for an organization to produce usable
systems. User-centered design is a development process that
identifies and ensures that end user needs are met through an iterative cycle
of prototyping and evaluation. The paper discusses skills (human
factors engineering and multimedia interaction designers) and tools (usability
laboratories and design guidelines) that support a user-centered design
process. The paper also identifies factors to consider when
justifying the expenses associated with developing usable
systems. Throughout the paper, the author includes examples of his
own experiences in managing a usability organization.
