1) Contextual Inquiry: uncovers who customers really are and how they work on a day-to-day basis to understand the customers: their needs, their desires and their approach to the work.
2) Work Modeling: capture the work of individuals and organizations in diagrams to provide different perspectives on how work is done.
3) Consolidation: brings data from individual customer interviews together so the team can see common pattern and structure without losing individual variation.
4) Work redesign: uses the consolidated data to drive conversations about how to improve work by using technology to support the new work practice.
5) The User Environment Design: captures the floor plan of the new system. It shows each part of the system, how it supports the user's work, exactly what function is available in that part, and how the user gets to and from other parts of the system.
6) Test with customers: Paper prototyping develops rough mockups of the system using Post-its to represent windows, dialog boxes, buttons, and menus.
7) Putting it into practice: Prioritization helps the transition to implementation by planning your system implementation over time. Object-oriented design helps you move from systems design to design of the implementation

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