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Toward a hybrid model for usability resource allocation in industrial software product development

The organizational aspects of user‐centered software development in a financial services company are presented. The financial services industry sector is one of the industrial sectors to embark on the development of computer software as a consumer product. The nature of business in the service sector predisposes it to encounter difficulties in developing software aimed at meeting customer demands. Lack of familiarity and experience with the product design and implementation processes, as well as reliance on usability for acceptance, are major obstacles encountered. Difficulties, insights, and lessons learned regarding organizational ergonomics issues faced by a user‐centered design group are provided, and a hybrid resource distribution model is proposed to guide other service sector companies in their future software development efforts. © 2007 Wiley Periodicals, Inc. Hum Factors Man 17: 245–262, 2007.