Usability is a system attribute that results when users can accomplish their tasks effectively, efficiently, and with a high level of satisfaction. A system with poor usability can result in long task times, high error counts, large support costs, long training times, and user dissatisfaction. Consequently, usability is of increasing importance in the marketplace. This paper explores the process, skills, and tools required for an organization to produce usable systems. User-centered design is a development process that identifies and ensures that end user needs are met through an iterative cycle of prototyping and evaluation. The paper discusses skills (human factors engineering and multimedia interaction designers) and tools (usability laboratories and design guidelines) that support a user-centered design process. The paper also identifies factors to consider when justifying the expenses associated with developing usable systems. Throughout the paper, the author includes examples of his own experiences in managing a usability organization.
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