Understanding your audience
If you are going to make your website or Intranet truly "user centric" then the first step is to fully understand the audience for your site and what they want from their visit.
We use the proven technique of creating "Personas" who represent your priority visitors, segregated into groups. Each Persona has a set of informational or transactional goals that we have decided through audience research or consultation. It is these goals that keep the site design on track throughout the process, allowing us to sanity check whether we are building a site which will service the visitor needs as easily and quickly as possible.