Understanding the Customer's Business Context
http://www.stc.org/ConfProceed/1996/PDFs/Pg300301.pdf

Cole, Candace P.
STC Proceedings
1996

Abstract:

As an internal supplier of network and system management software, our organization faces significant challenges in assessing and enhancing the value of our products to customers. Traditionally, these types of products focus narrowly on meeting the technical needs of a single user constituency, without considering their impact on customers' overall business. This paper describes an ongoing project to investigate how to increase the perceived and actual value of our products by considering customers' business context. It describes how we got buy-in, what we learned about users and usability, and how we communicate our findings.