Difficult to learn and awkward to use, today's information systems often change our activities in ways that we do not need or want. The problem lies in the software development process. In this book John Carroll shows how a pervasive but underused element of design practice, the scenario, can transform information systems design.Traditional textbook approaches manage the complexity of the design process via abstraction, treating design problems as if they were composites of puzzles. Scenario-based design uses concretization. A scenario is a concrete story about use. For example: "A person...