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

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Measuring for Success

Usability measurements are critical success factors to the design and evolution of an e-commerce website. There are common measures available for every phase to keep the website design and development on strategy to meet its objectives.

To measure e-commerce website usability, you must first define the shoppers or customers, their goals, and their online shopping environment at work or at home. There is a big difference between watching what people do and knowing why they do it. Merely tracking mouse clicks will not tell you why they got to a particular page in the first place, and it can't always be “operator error.”

Some companies provide statistics on page views and clicks. Interpreted quantitatively, this presents an ...

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