User involvement in the design process: a case for end-user evaluation of software packages

A case is made for active evaluation of the finished product by the end-users, where studies of an experimental nature are carried out in order to collect information from the end-users about the product after release. Rubin (1994) viewed these studies as primarily for the collection of data for the next product release, and stated that follow-up studies are probably the most accurate appraisals of usability. It is not intended that an active evaluative process should replace either preceding user involvement in earlier stages of the life cycle or existing passive evaluation by end-users, but rather be viewed as an additional activity. Although reference is made to a specific experimental study, it is not the intention of the paper to propose a particular end-user methodology for active evaluation, but to pass on some generic conclusions which could be drawn from this work.