Journal of Technical Writing and Communication

In this special journal issue, we explore the turn toward human-centered design (HCD) in research and higher education. We begin with a discussion of how HCD emerged in scholarly work at the edges of our field in places such as design, psychology, art, and engineering. Following this, we consider how an HCD perspective is manifesting itself in academic programs in different institutional contexts. We then discuss how this trend is further illustrated by the transformation of our department at the University of Washington, which shifted from being the Department of Technical Communication to becoming the Department of Human Centered Design and Engineering. Finally, we discuss the work of a group of researchers who contributed articles to this special issue. Each of these articles offers a perspective from someone within our field about how an HCD perspective has influenced their thinking and research.

Technical and professional communication (TPC), like human-centered design, has long been human centric. But TPC struggles with the complexities of determining which humans are at the center of our work. This article proposes that an explicit consideration of human dignity and human rights can help us to navigate these complexities by reflecting upon whether our work harmonizes with the notion that every person has intrinsic worth. To illustrate, I present findings from exploratory research with nonelite Rwandan youth in which participants conveyed the roles and effects of technology-mediated communication and information and communication technology in their lives. I assert that as TPC begins engaging more explicitly with human dignity and human rights, we should adopt a perspective inspired by human-centered design scholar Richard Buchanan: embracing human dignity and human rights as the first principle of communication and the foundational value of the TPC field.

Human-centered design expands the context and reach of the work of technical communicators and provides an opportunity to investigate and advocate for the needs of vulnerable populations. This article summarizes and contributes to the conversation about social justice occurring in both technical communication and design. Using a variety of qualitative methods as a type of design ethnography, this article shares findings from a study that investigated the experiences of homeless bus riders. The study findings provide an opportunity to examine the design of information and communication technologies and changes to policies that impact vulnerable populations. The article discusses the implications of an advocacy perspective for technical communicators practicing human-centered design and their role and opportunity to bring about socially responsible design.

Human-centered design philosophy proposes that end users be at the center of technical system designs. Building on a seminal study by Gould and Lewis, we present findings from two surveys that explored the practice of building interactive systems from the perspective of information and communication technology (ICT) professionals. We generated ICT job descriptions based on a lexicon derived from practitioners’ own words. We found that while “human-centeredness” has risen among ICT professionals, our respondents varied significantly in how they considered the original three Gould and Lewis principles with respect to their job titles and roles. We thus argue that tools that support clear communication among roles are critical; in this project, we analyzed personas as a common ICT communication tool. While personas were generally perceived positively, persona creators need to consider factors that contribute to buy-in from design teams, including quality research and effective presentation.

Human-centered design is a burgeoning field of study that has the potential to work toward actively creating more just and equitable technology design while critically interrogating the design process. To do this, human-centered design needs to consider making social justice aims a primary objective and end-goal in design. One way of integrating social justice aims into design is to employ the use of narrative inquiry. This article explores an alternative method for developing design scenarios using narrative inquiry and the feminist concepts of silence and voice as a way to promote considerations of social justice and inclusion in design. Using narrative inquiry to rethink certain aspects of the design process can help designers address issues of agency. The methodological focus of this article responds to Suchman’s call for “alternative visions” of how technology production and design can be undertaken.