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Chapter 5. Strategy > Key Groups for Support or Resistance

Key Groups for Support or Resistance

The institutionalization of usability requires a set of discrete activities and resources, but the key to success does not lie in these accomplishments. It lies in the understanding and beliefs of the people within the organization. It is not unusual for companies to spend six figures on a usability testing lab, only to see it sit unused. Without the acceptance of usability as a focus of concern by the people in the organization, there will be no real success.

The people in your organization break into a number of key groups from the viewpoint of institutionalization. First, there are the early adopters, who are easily excited about usability and almost instantly grasp the concept, methods, principles, process, and value. The earliest stages of the institutionalization effort need to focus on identifying these people and getting them on board because they will provide the early momentum. As time goes on, you will need to worry about keeping them motivated and preventing them from feeling too frustrated with the pace of the overall organization. If they become bitter, they will alienate others, so keep them seeing successes.


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