There are many different ways of involving users in the design process, and these can be categorised into three main types: ask, observe or participate.

Ask the users directly about their lives, what they want or need or what they think of the design. However, be aware that people often struggle to clearly articulate their real needs due to

• Lack of acceptance of their own deficiencies
• Inability to imagine what could be
• Poor awareness of their own habits and practices
• Filtering opinions to what they think you want to hear

Multiple techniques may need to be used to get to the heart of a user’s real needs.

Observe what users do. Watch them in daily life to understand their experiences and needs, or use methods such as video-ethnography. Consider the use of a controlled observation, where it is possible to watch and video users carrying out specified tasks with a product prototype.

Alternatively, participative methods consider users as co-designers, providing direct input into the creative process.

For more information on user involvement, see Aldersley-Williams (1999)Aldersey-Williams H et al (1999) The Methods Lab: User Research for Design, Design for Ageing Network. www.education.edean.org/pdf/Tool039.pdf and IDEO (2003)IDEO (2003) Method Cards. Palo Alto, IDEO.