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Chapter 4. Selecting a Usability Consultant > Quality Control and Feedback

Quality Control and Feedback

Some organizations rely on the skills of a single practitioner to ensure the quality of usability process deliverables. There is often no standard process, review, or oversight. This is like the early days of programming when the work was done in a garage by a master programmer. If he or she was good enough, the code would work, but there was usually no concept of a separate and formal quality assurance process. The only concept of process improvement was trial and error.

Look for a consultancy that has good methods to ensure quality. Is there a method of certifying staff quality and knowledge? Is there a review process for deliverables? Is there a process for gathering feedback about the quality of the design and results and improving from lessons learned?


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