Steven Pemberton, Jay Blickstein
There's an old adage in business: "The customer is always right." The notion of a customer-centric approach to product design is starting to take root in the CHI community, but it has meant a shift in strategy among designers, developers, managers, and others within companies and other organizations. This issue features a special section on Contextual Design, a process that, in a nutshell, is the approach to designing products directly from an understanding of how the customer works. The section is guest-edited by Karen Holtzblatt, one of the pioneers in Contextual Design and a member of the interactions Editorial…
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