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

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Online Store Benchmarking

This part of our web metrics program assessed and measured the current state of websites on which our products were sold. This initial assessment would then be compared to the same websites in the same measurement methods after improvement recommendations had been implemented.

This methodology uses parts from inspection methodology. Because it uses category experts as reviewers instead of actual customers, it does not measure usability. It does, however, measure how well a website is optimized for category and product profitability. This environmental scan is necessary to set the bar for improvement.

The strategy was to use an objective process to measure each site, provide recommendations and e-planograms to the online ...

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