User involvement in the design of complex digital tools for employees in a large organisation

Large organisations are designing complex technology-based tools for their staff to use. In busy workplace environments, it can be difficult to get user input about a design. This paper describes the designer and user interactions in one such organisation, gaining insights that could be useful in other similar settings. The findings are based on a set of interviews with designers and researchers within the organisation. The paper identifies the current practices and constraints involved in understanding and capturing users' needs and discusses potential solutions.