Good Practice: An experienced user representative should be appointed to work with the project manager. The user representative will lead the user group and be responsible for all business information for the project.
It is essential to keep the process user-driven, and ultimate project ownership must rest with the business. You must ensure you have enough user resources to drive the project forward. If this is not available, you should stop the project. Follow a no surprise approach with the user group. This approach requires regular communication and telling it like it is.
Note: As the project moves into the design, development and user pilot stages, considerable and continuing business information is needed to define requirements at a lower level of detail and to answer the many questions that arise.
Warning Sign: When users are not willing to participate in the project team.
Question 8: Do you have experienced and effective user representation?
Question 9: Have you clearly defined the project roles and responsibilities?