A user-centred design approach often provides opportunities for design breakthroughs and innovation.  By focusing on understanding users and tasks, this information is used to derive design concepts and new interaction models that support efficient performance of these tasks while solving problems and inefficiencies associated with the current methods of task performance.

Let's illustrate this with a simple example.

Suppose a company that makes hammers wants to design a better hammer.  A usual design approach would be to think of what features and functions we can endow it with that will make it better.  This might include making the hammer more comfortable to hold, reduce vibrations, give it a non-slip grip, make a well-balanced head and handle and so on.  All these are certainly welcome improvements.

A user-centred design approach will not focus straightaway on making a better hammer but will try to understand what users are using it for, how they are using it and the problems they have.  Such an analysis might reveal that most users are using it primarily for hammering nails into the wall because they want to hang a picture.  Their problems include bent nails or swollen fingers because they cannot hit the nail accurately and sometimes end up hitting their fingers holding the nail.  Nails are also carried in a pocket or worse, gripped between teeth.  Simply designing a better hammer does not solve these problems.

The user and task needs analysis might lead to the following:

(1)  Find an alternative method of hanging pictures without using a hammer and nails.  This may lead to the design of special tapes or glues that are simple to use and just as effective.

(2)  Design a better nail that does not bend and which is easier to hit.  This may lead to a new nail design or even a nail replacement.

(3)  Design a nail holder that can be used to store nails as well as easily load nails into an internal chamber within the holder.  The chamber guides the nail so it doesn't bend.  The tip of the nail protrudes from one end of the holder so it can be easily positioned.  The holder is gripped in one hand while the hammer is used to knock a large piston at the other end of the holder.  The other end of the piston is in contact with the nail head and acts a a nail driver.  Each hammer knock on the piston pushes the nail through the chamber into the wall or wood surface.  Squeezing a button with the gripping hand releases the nail from the holder.  The piston is pulled out to load another nail.

Of the three options above, the third option is probably the most innovative and interesting solution as it works with conventional hammers and nails.  Although the goal was to design a better hammer, the user-centred analysis resulted instead in the design of a innovative nail holder which allowed the job to be done accurately, efficiently, safely and comfortably.  The design of the holder also allowed it to store nails and to dispense nails easily and conveniently.

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