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Summary

Institutionalization of Usability, Second Editionshows how to systematically integrate usability into software processes and create a corporate culture that delivers information systems which are both practical and satisfying to use. HFI founder and CEO Eric Schaeffer draws on his firm's world-class experience promoting software usability within more than 100 Fortune® 500 companies, offering the world's most proven methodology for institutionalizing usability. Thoroughly updated for today's technologies, best practices, and business challenges, this new second edition offers up-to-the-minute guidance on issues including organizational change, milestones, toolsets, infrastructure, staffing, and more. Now expanded with a wider global focus, this new Second Edition reflects executives'and managers'growing awareness that usability is crucial -- and takes them the rest of the way, helping them execute on the opportunities it presents. It will be an indispensable resource for everyone concerned with usability in modern software products and services: leaders, developers, consultants, customers, and users.

Author Biography

Dr. Eric Schaffer, founder and CEO of Human Factors International, Inc. (HFI) has gained a reputation as a visionary for recognizing that usability would be the driving force behind the "Third Wave of the Information Age," following both hardware and software as the previous key differentiators. Like Gordon Moore's insight that processor power would double every 18 months, Dr. Schaffer foresaw that the most profound impact on corporate computing would be a positive online user experience–the ability for a user to get the job done efficiently, easily, and without frustration.

Dr. Schaffer's first book, Institutionalization of Usability: A Step-by-Step Guide, provides a roadmap for companies to follow in order to make usability a systematic, routine practice throughout their organization.

He has completed projects for more than 100 Fortune 500 clients, providing user experience design consulting and training. He has extensive experience in the financial, insurance, manufacturing, government, healthcare, and telecommunications industries. Dr. Schaffer co-developed The HFI Framework, an ISO-certifiable process for user-centered design, built on principles from human-computer interaction, ergonomics, psychology, computer science, and marketing. In addition, Dr. Schaffer has brought an array of certification programs to the user experience field, including the Certified Usability Analyst (CUA) and the advanced Certified User Experience Analyst (CXA) designations for UX practitioners, and the Certified Practice in Usability (CPU) and Certified Usable Design (CUD) programs for organizations.

Apala Lahiri, Global Chief of Technical Staff at Human Factors International and CEO, Institute of Customer Experience is one of the world’s top experts in cross-cultural design and contextual innovation. Her innovative and pioneering techniques have benefited global giants such as HP Labs, Adidas, Nokia, Sony Ericsson, NCR and Intel, among others.

Apala’s vast array of data-gathering techniques–such as the Bollywood Method, Bizarre Bazaar and Funky Facilitator–help companies understand user experience in diverse cultural and economic environments. The “Ecosystem Chart,” developed by her team, organizes vast amounts of ethnographic data into a coherent model.

Serving with HFI since 1999 as Managing Director, HFI India, and VP, HFI Asia, Apala creates UX strategies for organizations seeking a breakthrough user experience for their customers and other stakeholders. Apala’s writing and classes on contextual innovation, ecosystem research, internationalization and designing for emerging markets have won her acclaim in USA, Canada, Europe, India, and China.

In addition to her usability certifications (CUA and CXA), Apala holds an MSc with distinction in User Interface Design from London Guildhall University. She is also an award-winning designer (recipient of the Audi International Design Award) and a TedX speaker (http://www.youtube.com/watch?v=MiwjplU6kAc).

Apala has co-edited Innovative Solutions: What Designers Need to Know for Today’s Emerging Markets (CRCPress, Taylor and Francis Group, 2010).

Preface
Acknowledgements

I. STARTUP
1. Executive Champion
2. Consultant Selection

II. SETUP
3. Strategy
4. Methodology and Templates
5. Interface Design Standards
6. Standard User Profiles and Ecosystem Models
7. Tools and Facilities
8. Training and Certification
9. Knowledge Management

III. ORGANIZATION
10. Governance
11. Organizational Structure
12. Staffing
13. Projects

IV. LONG TERM OPERATIONS
14. Central Group

Appendix
References
Index

Supplemental Materials

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