Albert G. Lotito: I have worked with many systems since the 70’s and have learned some basic rules. Listen first. If you can’t hear the users, you can’t address their needs. A clear statement of the problem is fundamental to a sensible solution. Set expectations appropriately. If users don’t know what to expect you will fail. No matter how fancy the solution, if they don’t use it, it’s a failure. There is only one test “Is the user happy using what you provided?”. Users don’t need to understand computers. When asked “How does it work?”, you need have an answer in words they understand. If you confuse them they’ll be uncomfortable. Your job is to make them trust you to meet their need. Sometimes the solution is a computer, sometimes not. Some problems that are best solved by simple tools: post it notes or corkboards. Don’t be scared to tell the users the truth. Value their time. Show them that your goal is to solve their problem, not waste time and money. Be honest & they will return, trusting your judgement. Working from these ideas makes me the professional you want to work with. I have a successful track record because I understand that the job, in the end, is always about the user.

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