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Bridging the Gap between User-Centered Intentions and Actual Design Practice

In this paper, we introduce a notation that highlights necessary elements in a practice-centered design process and which can be used to describe a set of common errors committed by design organizations leading to computer-based systems that create new burdens for practitioners. These common design errors result from an organizational tendency to underinvest in modeling error and expertise and using prototypes to discover requirements. The former underinvestment can lead to designs based on uninformed, underspecified, and unexamined models of the relationship between technology and human performance. The latter can lead to commitment to a design concept before fully exploring the range of possible solutions. We suggest ways to avoid these problems by setting forth a balanced organizational investment strategy that would enhance the possibilities for the development of useful systems.