Introduction to User Centred Design Process
http://www.frontend.com/design/introduction-to-user-centred-design-process.html

Frontend Infocentre
2009

Abstract:

The key principal of UCD is integrating users that represent the profiles of the target user group/s into the development process. Typically, friends, family and (most definitely) colleagues are not representative of the target user base! However, they’re nearly always free with advice. But the validity of this advice is often questionable. In order to integrate unbiased user feedback into the process the following are key steps in a UCD process.