To deliver the right product that will effectively improve the customer-experience, an organization may want to consider adopting a customer-centered development process. A customer-centered process makes an explicit step of understanding who the end users are, their needs, their desires and their approach to the work. Our experience is that the customer-centered process is greatly beneficial to product development because developers meet with customers. This allows them to discover the detailed structure of customers' existing work practices and to see how their product can enable a better way of working. Contextual Design techniques support the organization of such a customer-centered process. This paper will begin with a discussion about Contextual Design techniques. It then describes how our organization has integrated these techniques in our evolutionary development process for both new and existing products. Finally, it discusses lessons learned in its execution and plans for improvement.
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