Not the drug user, the user of your IT system. The usability.gov site has some basics. (Hat tip: Government Gab.) It's the best government site I've seen.
I've always been fascinated by the process of developing IT systems. Part of it is the problem of designing a system, just fitting the pieces together into a whole which hopefully accomplishes the goal, part is the interplay between reality (how users work and think) and the design, part is handling the many tradeoffs involved--what the ideal would seem to be versus what can be done in the time available with the talent and equipment available.
In the late 1980's "usability labs" started to become popular and we made a bit of use of them. The problem then was we were using an information engineering approach (descended from IBM methodology, if I recall) which didn't work well with usability tests.
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