A user is the most important part of any computer system. Designers must understand users' needs, characteristics, and how they interact with computers. Poor design can lead to user confusion, frustration and ineffectiveness. It is important to understand individual differences, skill levels and how users' needs may change as they gain experience with a system. Gaining this understanding requires talking to and observing users.

31. Direct techniques for determining requirements Individual face-to-face interview Traditional focus groups Usability laboratory testing Telephone interview or survey Observational field study REQUIREMENTS

32. Indirect techniques for determining requirements Marketing and sales Electronic survey or questionnaire E-mail or bulletin board Paper survey or questionnaire Electronic focus group REQUIREMENTS Competitor analysis