7 Things to Know about Building a User Experience Team is a succinct checklist of criteria to keep in mind while bringing UCD inhouse.
I’d like to point out #2, “Executives and managers should set the standard for “customer-centric” behavior.’ and #4 “Make ongoing conversation about user experience a part of the company culture.”
Too often managers hire a “user advocate” whose job then is to fight full time. Customer care is not somebodies job; it’s everybodies job. And a lack of user centeredness is not fixed by a single hire any more than content organziation is fixed by buying a CMS, no matter how much we wish for easy answers.