An analysis of factors that inhibit business use of user-centered design principles: A Delphi study

The use of user-centered design (UCD) principles has a positive impact on the use of web-based interactive systems in customer-centric organizations. User-centered design methodologies are not widely adopted in organizations due to intraorganizational factors. A qualitative study using a modified Delphi technique was used to identify the factors that inhibit the business use of UCD principles. The Delphi panel of 11 UCD experts participated in two rounds of qualitative and quantitative questionnaires to identify the inhibiting factors and recommend new methods for increasing the use of UCD principles. The inhibiting factors indicated in the study findings were difficulty changing existing processes and attitudes, a lack of understanding of UCD, organizational culture, and the lack of leadership direction or sponsorship. The primary recommendation was for UCD professionals to seek more effective methods for promoting UCD. For UCD to be recognized as an integral part of an organization's success, UCD professionals should seek executive-level sponsorship. Further recommendations included developing a consistent definition for UCD, establishing a framework for demonstrating the benefits of UCD, and creating best practices for integrating UCD principles into software development processes.