The challenges for design -- The challenge of design in organizations -- The challenge of design from data -- Contextual design -- Understanding the customer : Gathering customer data -- Principles of contextual inquiry -- Contextual inquiry in practice -- Seeing work : A language of work -- Work models -- The interpretation session -- Seeing across customers : Consolidation -- Creating one view of the customer -- Communicating to the organization -- Innovation from data : Work redesign -- Using data to drive design -- Design from data.

System design : System design -- The user environment design -- Project planning and strategy -- Prototyping : Prototyping as a design tool -- From structure to user interface -- Iterating with a prototype -- Putting it into practice.