可用性指南：设计过程与结果评估
1.2确定用户需求
相关重要指数：5级
证据强度：4级
文件类型：指南
主题：
UCD流程需求
指南：
利用全部可用资源来更好的理解用户需求
注释：
与潜在用户交谈的信息越多，开发人员就能更好的理解用户的需求。网站成功的几率也越高。信息来源包括但不限于：客户在线支持、顾客调查法、面谈、公告栏、销售人员、用户群、商业展会、焦点小组。一个成功的项目至少需要四种（平均5种）信息来源。注意不要过于依赖用户媒介。
与用户交谈获得的信息可以用来构建“用户案例”。用户案例描述了用户在网站想要或者需要能做的事情。某份研究表明，与传统以功能为导向的对比分析，用户案例为产出更好的用户性能和更精准的用户偏好提供了一个规范。
资源：
1. Adkisson, H.P. (2002). Identifying de-facto standards for e-commerce Web sites. Proceedings of the IEEE International Professional Communication Conference, 22-45.
2. Brinck, T., Gergle, D., & Wood, S.D. (2002). Designing Web sites that work: Usability for the Web. San Francisco: Morgan Kaufmann.
3. Buller, D.B., Woodall, W.G., Zimmerman, D.E., Heimendinger, J., Rogers, E.M., Slater, M.D., et al. (2001). Formative research activities to provide Web-based nutrition education to adults in the upper Rio Grande Valley. Family and Community Health 24(3), 1-12.
4. Coble, J.M., Karat, J., & Kahn, M.G. (1997, March). Maintaining a focus on user requirements throughout the development of clinical workstation software. Proceedings of CHI'97, 170-177.
5. Keil, M. & Carmel, E. (1995). Customer-developer links in software development. Communications of the ACM, 38(5), 33-43.
6. Li, Q. & Henning R. (2003). Integrating usability into use cases: An empirical study of user-centered object orientation. Proceedings of the Human Factors and Ergonomics Society 47th Annual Meeting, 759-763.
7. Norman, M. (1993, December). What a task – Establishing user requirements! ACM SIGOIS Bulletin, 14(2), 23-26.
8. Osborn, S. & Elliott, G. (2002). Standard creativity: Creating flexible web development standards. Proceedings of the IEEE International Professional Communication Conference, 1-21.
9. Ramey, J.A. (2000). Guidelines for Web data collection: Understanding and interacting with your users. Technical Communication, 47(3), 397-410.
10. Vora, P. (1998). Human factors methodology for designing Web sites. In C. Forsythe, E. Grose, & J. Ratner (Eds.), Human Factors and Web Development. Hillsdale, NJ: Lawrence Erlbaum.
11. Zimmerman, D.E., Akerelrea, C.A., Buller, D.B., Hau, B., & LeBlanc, M. (2002). Integrating usability testing into the development of a 5-a-day nutrition Web site for at-risk populations in the American Southwest. Journal of Health Psychology.
相关资源：
相关可用性指南：
1. Usability Guideline: Understand and Meet User's Expectations
2. Usability Guideline: Use an Iterative Design Approach
