5 Human-Centered Design

DOI: 10.4324/9781003365549-5


Whose preferences should influence decisions regarding the design of products and services? In some situations, there may be one ultimate decision maker, although this is very rare beyond individual consumer decisions. Success usually depends on understanding all stakeholders. My approach to such understanding I termed human-centered design.

In contrast with the broadly articulated concept of user-centered design, human-centered design addresses the concerns, values, and perceptions of all stakeholders in designing, developing, deploying, and employing products and services. The basic idea is to delight primary stakeholders and gain the support of the secondary stakeholders. This ...

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