AV design often focuses on systems and infrastructure---leaving ``user interface'' within the purview of programmers and touchpanel GUIs. However the usability of a system depends on all of its component parts, and its users have a diverse array of roles and journeys through it.

This presentation explores how we might consider the full range of a system's users, and a holistic view of user experience across all the potential system touchpoints: from touchpanel GUIs, to I/O locations and layout, to remote management, to service access. Under this holistic mindset of users and usability, we will discuss proven tools and methods for interrogating and testing the systems as a whole, to anticipate user needs and potential pain-points and to consider how to balance competing needs between different user groups through all of the modalities of an AV system.