Integrating Human-Centered Design into Software Development: An Action Research Study in the Automation Industry

Many companies struggle with problems caused by bad usability of their products although they have invested in human-centered design (HCD). Their processes may still lack a systematic approach, adequate knowledge, and clear definition of responsibilities in HCD. This article describes a study successfully integrating HCD process into the stage-gate development model of a large company in the automation industry. The research methods included usability maturity assessment, participant observation, interviews, and a period of piloting selected HCD methods in a product development project. As a result, the development model was revised to systematically include activities of human-centered design. All development projects are now divided into three categories based on their usability criticality and the process ensures certain activities during the life cycle. Also the central usability group the company already had was divided into two functions: managing usability and assisting in design issues.