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Customer-Centered Design: A New Approach to Web Usability by Karen Hyatt, Kreta Chandler

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Costs of Poor Usability

Do you know how much poor usability costs? Most online stores know how much it costs to run the business. They even know how much money they save by creating more efficient, database-driven stores. But few recognize how much they lose in the long run if a website does not meet basic customer usability needs.

Poor Usability Cost Factor

What does poor usability cost the customer in time and frustration? Let's look at a couple of examples.

In the opening example, Charlotte attempted to find a common product on a website and spent 15 minutes before aborting the task. The same task on another website took her less than 60 seconds. The second site had been developed by applying customer-centered design principles and techniques ...

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