Google, “Define user-centred” and almost all of the results will be about user-centred design. But for an organisation to be truly user-centred, user-centredness can’t be only about design. User-centredness must run deeper.
There are multiple lists of principles for user-centredness, and many are designed focus, but here are a few that seem like they could extend beyond design.
- Understand users – including the context of use and user needs.
- Make interaction easy – however users interact with an organisation, be consistent, solve problems so users don’t have to.
- Create a dialogue – frequent involvement of users, taking feedback onboard.
- Change over time – keep pace with users and their changing needs.