1. Know the User
Observe Users in Working Environment: Site visits, unobtrusive observation. Don't believe their superiors!
Individual User Characteristics: Classify users by experience (see Figure), educational level, age, amount of prior training, etc.
Task Analysis: Users' overall goals, current approach, model of task, prerequisite information, exceptions to normal work flow.
Functional Analysis: Functional reason for task: what really needs to be done, and what are merely surface procedures?
Evolution of User and Task: Users change as they use system, then use system in new ways.