[scottallison]

Great post. Janice Fraser's LUXr classes (and slides) are worth a look. What I particularly like is for the first step, you describe setting a clear user goal, and they expnad on that:

We believe that people like [customer type] have a need for, or problems doing [need/action/behaviour]. We will know when we've succeeded when [quantative/measurable outcome], or [qualititative/observable outcome], which will contribute to [KPI].

See http://www.slideshare.net/clevergirl/luxr-oneday-workshop