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

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Knowing When You're Done

You'll really never be done, but you know you're close when testers find only minor annoyances or rate the website as uneventful. Usability measurement does not stop when the website launches or the version rolls out. The Internet, products, marketplace, and customers all change over time at different rates and levels and in different directions. Usability measurement is your means to ensure that your website keeps up with the important evolutions. You also need to test to make sure that “uneventful” does not equate with boring.

In our research, we found that the customers of today are not necessarily the customers of tomorrow. For example, early online store research with customers showed the average age of an online ...

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