This interesting interview by the folks at Good Experience presents an excellent case for user centered design in the business context. Elizabeth's conclusion is telling, "We'll continue to grow this idea of discipline. Now that we've proven to the organization that there's value in user testing and upfront planning, we'll be doing more of it and getting better at it. The big challenge of the past two years was selling the organization on this whole idea. Now we have to deliver on everything we said we'd deliver by having a focus on customer experience."
Filed in: IA - Practical Approaches, User-Centered Design