Change may be expressed as both opportunity and challenge. When changing things for users there is the opportunity to provide satisfying and easy-to-use products. The challenge is to balance requirements with development resources to stay competitive. To gain insight into the usage of software and devices, we will examine some general principles and methodologies, such as contextual inquiry. We will look at how listening to users can make a difference and when not listening to users result in less than optimum products. Case studies will be used to illustrate how methodologies can be successfully applied to the real world.