Abstract
This paper presents the results of a case study of an approach for simultaneously investigating an organization's user experience and driving user-centric change within the larger organization. Called Model Workplace, it is a collaborative, macroergonomics-based approach that leverages the business expertise native to an organization with that of user research consultants to gather diagnostic information at all levels of the user experience for informed organizational decision-making. This innovative approach is as much about changing an organization so that it can make more effective use of the research data, as it is about gathering the data needed for effective change. Our findings suggest that this approach can be used by other organizations to drive customer-focused change throughout their business plans and processes.
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