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Usability has a significant impact on the success of software-centric systems and products. For example, if a software system doesn't support end users in their daily work, it won't be used productively. Likewise, if developers don't understand their software's architecture, architecture drift and complex code are obvious consequences. Ultimately, failing to design usable software could seriously degrade a project's ability to deliver on time, budget, functionality, and quality. In the next two installments of this column, I explore selected yet essential activities, methods, and techniques that support pragmatic architects in the development of systems for use. This particular installment focuses on operational usability; I focus on two aspects that significantly contribute to designing systems that are accepted by customers and end users: business suitability and ergonomics.