1. Chapter 29 Winning and maintaining support for user-centered design

2. “Skepticism” Arguments: Finding Out about Usability
Organizational Goals That May Conflict with Usability
“Skepticism” Arguments: Creating Curiosity
Start Small
Find a Champion – a stakeholder who helps by providing resources or other backing
Be an Objective Voice – mediate with usability activity

3. “Curiosity” Arguments: Moving toward Acceptance
Cost of Staff Time and Accuracy
Performance Measurement: Computer Time
Costs of Learning and Training
Continuing Support Costs
Length and depth of support calls

4. Out-of-the-box experience

5. “Curiosity” Arguments: Moving toward Acceptance
Cost of Support
Cost of Maintenance and Change
Study previous projects for keys
Cost Justification Is Not the Whole Story
A credible plan
An analysis of any risks (i.e. the unexpected)
Support from other groups (stakeholders)
Public backing

6. “Acceptance” Arguments: Maintaining Momentum
Be Sensitive to the Stage of the Project
Small vs comprehensive evaluations
Balance Delivery and Usability
Cost of change is least early in the project
Manage User Expectations
Don’t promise more than you can deliver
Do Not Become Stuck on One Technique
Testing in lab, outside lab, portable lab

7. “Partnership”: The Benefits
“Involve the users”