Advanced Toolkit for Experienced Technical Communicators: Using a User-Centered Design Process to Overcome Challenges in Implementing a User-Centered Design Process
http://www.stc.org/confproceed/2001/PDFs/STC48-000067.PDF

Quesenbery, Whitney
STC Proceedings
2001

Abstract:

Technical writers have known for years that a good explanation for a bad software interface may be better than nothing, but that it’s not as good as a usable software interface. With ‘usability' gaining greater visibility, this is a good time to implement a usercentered design process. This article looks at ways that the approach and techniques of such a process can be applied to the task of introducing a new process.