Key principles for user-centred systems design

TLDR

User‑centred systems design (UCSD) lacks a consensus definition, leading to varied applications that can compromise quality, usability, and perceptions of its effectiveness. This paper proposes a unified definition of UCSD. The authors identify twelve key principles derived from theory and extensive project experience, refine them through a case‑study evaluation, and provide accompanying activity lists and tools to guide UCSD implementation. These principles enable clear communication of UCSD, assessment of development processes, and support for building user‑centred systems.

Abstract

The concept of user-centred systems design (UCSD) has no agreed upon definition. Consequently, there is a great variety in the ways it is applied, which may lead to poor quality and poor usability in the resulting systems, as well as misconceptions about the effectiveness of UCSD. The purpose of this paper is to propose a definition of UCSD. We have identified 12 key principles for the adoption of a user-centred development process, principles that are based on existing theory, as well as research in and experiences from a large number of software development projects. The initial set of principles were applied and evaluated in a case study and modified accordingly. These principles can be used to communicate the nature of UCSD, evaluate a development process or develop systems development processes that support a user-centred approach. We also suggest activity lists and some tools for applying UCSD.