Beyond the Universal User: How to Design for the Universe of Users
http://www.grad.english.ttu.edu/bowie/STC_UU.ppt

Bowie, Jennifer L.
Texas Tech University
2003

Abstract:

There are problems with non-user-centered/system-centered design. We must know, understand, and work with actual users so that the people who use the product can do so quickly and easily to accomplish their own tasks.