What Do You Really Want?

This is a question we ask at the first stage of every website development project. Do our colleagues understand what their website visitors really want? How can we ensure that institutional websites deliver what our end users really want-and need?

We often find colleagues prefer to talk about how some recent advance in technology will solve all their problems. Indeed, isn't it just easier to get funding for new technology rather than grapple with boring old content development, people and process change?

What can we do to address this?