User-centered design at IBM consulting

IBM's traditions in human factors are rooted as far back as the 1950s. This article traces and describes how the challenges to the discipline have changed over the last 40 years, based on the personal and professional experiences of the authors. During that span of time, the focus of attention has shifted from traditional knobs and dials hardware, to system and application software, and now to consulting services. This article discusses these changes and describes how user-centered design has become a key component of the IBM Global Services (GS) information technology consulting approach. The UCD component of the GS method is described and illustrated with 2 case study samples from recent engagements.