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Chapter 5. Strategy > Reacting to Past Events

Reacting to Past Events

Many organizations have had bad experiences with consultants. This can make it difficult for the organization to work with a usability consultant. The consultant may say he or she is different, but the organization may have heard the same claim from the previous consultant.

The most critical insight for this type of situation is to go about the process more slowly. If you have a negative history with outside consultants, you may need to start with very small projects. Take time to gain trust and put the bad experience well in the past. The staff may also need much more explanation. There is never a time when people should take usability recommendations on trust. They should always be given the full rationale and research data behind each recommendation. Allow extra time for this.


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