Cultivating an Effective Client Relationship to Promote a User-Centred Culture

This chapter describes the practical issues associated with establishing a relationship with a product group for the timely, pragmatic and effective application of human factors advice and consultancy. The chapter takes the form of a site study based upon experiences gained while acting the role of internal consultant in a large telecommunications equipment provider. The role involved providing a range of human factors support to the organization’s research and development establishment.