Why does understanding users seem to require a science of its own? We have to remember that we’re users too, so the starting point is to understand our own needs and frustrations with the systems we use. If we’re irritated by inflexible systems, complex password requirements, an inability to use new technology in the office, or network connectivity issues, then it’s a fair bet that our colleagues feel the same. The difference is that we are closer to the issues and understand why corporate security isn’t as responsive as we’d like it to be. Your average user doesn’t have a clue and frankly doesn’t care – they just want work systems to be as good as the ones they use at home. It’s not an unreasonable demand.