Using video-based observation to shape the design of a new technology
Deborah G. Tatar · ACM SIGCHI Bulletin · 1989
A common problem in the development of software is that the designers either overlook certain aspects of the users' situations or do not have access to them. Not all projects are plagued by this kind of oversight, but it is widespread in the development of single-user systems and is compounded when we turn to systems designed to support collaborative work.