The interaction between organizational subcultures and user-centered design-a case study of an implementation effort

Usability is a quality characteristic of a software product or system. User-centered design (UCD) is an approach focusing on making systems usable. However, improving the position of UCD is widely recognized as a challenge. This paper reports results from a case study, in which a small software development company was introduced to UCD principles and activities, and thus expected to change their current practice. The paper takes a culture-oriented approach to the analysis. The focus is on the interaction between organizational culture and UCD, organizational culture being conceived as a set of subcultures. The results indicate that there exist differences: 1) in the views of the nature of UCD; 2) in the motives for implementing it; and 3) in the experiences gained and interpretations made of the use of it in relation to each subculture. The implications for the prospective research and practice are discussed.