“Organizations increasingly view usability and user-centered design to be a key ingredient in creating high quality products. Designing for ease of use is a well-accepted goal, even if many organizations have far to go to create user-centered products. Even with the present downturn in the economy, more companies, from new media to established banks, have larger usability and design teams than ever before. Should we be content that we have come so far?”
Read: Designing Customer-Centered Organizations