Developing Information Communication Technologies for the Human Services: Mental Health and Employment

User Analysis

The main features of user groups are identified by conducting a user analysis. This involves thinking and forming assumptions about what users would like. The next crucial step is to test these assumptions against the “reality” of the users in an endeavor to understand their needs, expectations, knowledge base, experience and preferences. Information is also gained on technologies and software that users have available to them, for example via broadband or dial up, as well as the physical environment where the Internet is accessed. By involving users in the pre-design stage they become active and important partners in the design process. Research techniques that complement each other for conducting a user analysis comprise: contextual interviews, individual interviews, surveys and focus groups (United States Department of Health & Human Services, 2008). The more techniques used the greater the depth of knowledge gained about the needs of users and the less likelihood of design errors. A common mistake to avoid is choosing “flashy” technology over accessibility.