A Question of Process
http://www.stcsig.org/usability/newsletter/0505-pulse.html

Bachmann, Karen L.
Usability Interface
2005

Abstract:

When we consider the right questions to ask in usability, we first think of the questions we should ask our users and stakeholders. This line of questioning is a necessary part of our jobs. However, I have seen few articles outside of the ROI of usability discussions where usability professionals ask questions about the usability of our own processes and approaches.