UCD as a secret weapon for faster adoption
Why is it often difficult to successfully implement new IT applications? The human factor is often not sufficiently considered. Technology may be advanced, but if it does not align with the way people work, it fails.
"Don't ask what people want," says John Wilson, UX Lead at HSO. "Ask what they need to do their job well. Then you don't build an IT solution based on assumptions, but on reality. That's where User-Centered Design begins. We design with an eye for both the user and the customer. And we ensure that we find the balance between the customer, the technology, and the end user."
The user at the center
User-Centered Design (UCD) is an approach where the end user is central from the beginning of the design and development process. No solutions that are tested afterwards, but systems that are shaped from day one around the way people really work.
"You don't want to hear after delivery that something doesn't work," says John Wilson. "That's why we create prototypes, wireframes, and demos to test ideas early. What you build then is correct – both in content and practically." UCD is not just about 'beautiful design'. It's about how something feels, how quickly you understand it, and whether it works in the context of your workday. The process is iterative: design, test, improve. Until it not only makes technical sense but also feels logically human.
Intuitive. Logical. Recognizable.
User-Centered Design (UCD) finds its origin with Don Norman, ex-Apple. In "The Design of Everyday Things" (1988), he asked the question: why do people adapt to technology – and not the other way around? This idea became crucial for Apple's success: technology that works the way people think. From this philosophy, methods such as Design Thinking, Lean UX, and design sprints emerged – where users actively think along and test from the beginning.
At HSO, this has also become the standard. "We don't design for the end user, but with the end user," says John. "We eliminate the noise at the front. So you don't have to fix IT afterwards."
European Accessibility Act (EAA): what this means for you
From June 28, 2025, digital products and services must be accessible to everyone. This is laid down in the European Accessibility Act (EAA). For millions of people with disabilities, websites and apps are still difficult to use. Unclear texts, inaccessible forms, or missing subtitles exclude them from digital services. What does this mean for you? Your websites, apps, and customer portals must comply with the WCAG 2.1 AA guidelines from 2025. This means: well-readable texts, clear structure, navigation without a mouse, and support for screen readers.
Using AI? Start with the human
"If it doesn't add value for the end user, it usually dies a quiet death." Paul Niehuis, senior UX/UI designer at HSO, often sees it happen: AI solutions that are technically impressive but don't really help anyone. According to Paul, AI is still in the hype phase. "We still see too often the same kind of 'gimmicky' solutions popping up, often with a generic chat interface that doesn't fit the user's tasks or problems. Without that connection, it remains a trick. Many of these tools simply fail because no one asks: does this make the end user's work more enjoyable, faster, or easier?"
That's the power of UCD. "Don't start with: can we use AI? But first ask the question: what problem are we solving? That's the core." And that goes beyond just functional thinking. "If you use AI to perform tasks independently, you must ensure that people understand what is happening. Users want to know: is this already processed? What happens if I change something? Can I undo this? If you don't answer those questions, you lose trust." Control also plays a significant role. "Don't let AI take over everything immediately. Let it make suggestions, give room to adjust. Then it feels like collaboration – not like handing over control."
$ 1,-
Every dollar invested in UX saves an average of $100 in redevelopment costs.
70%
of digital transformations fail because the user was not the focus.
40 %
less development time needed for new apps with a design system
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