Applying user-centered design to business modeling: CBM.next as a case study

Business modeling engagements involve complex, intricate processes that require easy access to domain knowledge, close collaboration among stakeholders and consultants, and clear communication through visualization. It is imperative that business modeling tools underpinning these processes are closely aligned to user needs, but they have been constrained by a function-driven design approach and technological limitations. In this paper, we propose the use of User-Centered Design, including Design Thinking methods, in modernizing business modeling tools, based on our own experience in the past two years of a large-scale revision of IBM's Component Business Modeling tool. We share not only the process and methods behind the effort, but discuss lessons learned and feedback captured to validate its success.