The UCD method, also called HCD (Human Centred Design), is a recursive design method focused on addressing user needs to enhance the interaction between humans and a system.
By utilizing interviews, surveys, and field observations, researchers analyze the context identifying in this way various user types, their needs, requests, behaviors, and pain points. Once they gather the data, they can define requirements, functionalities, and a work roadmap. The design process begins by creating concepts, prototypes, storyboards, and wireframes. Collaborating with professionals such as ergonomists, designers, developers, marketers, and the client's end-users is essential for developing an optimal solution. The researchers then assess the solution, comparing it with the requirements and testing its usability, repeating the process until they meet all requirements and arrive at the final solution.
How to measure the ROI
Measuring the ROI involves various aspects. A solution aligned with user requirements and behaviors effectively reduces the likelihood of errors, costs for customer care, and troubleshooting. It also increases satisfaction levels among operators, transforming them into the best advocates and references for the brand. Users perceive a pleasant interface as easier to use, more reliable, and high-performing—all contributing to brand recognition.
Conclusions
In conclusion, the more complex a system is, the higher the costs for fixing it. Therefore, it is recommended to apply the UCD method from the beginning of the system design process to ensure a reduction in human error and potential accidents. David Benyon, an expert in the HCI field and professor of School Computing at Edinburgh Napier University, emphasizes, "Being human-centered is an additional cost to any project, so businesses rightly ask whether taking so much time to talk to people, produce prototype designs, and so on is worthwhile. The answer is a fundamental 'yes.'”
