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

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Three Methods for Evaluating Usability

Different approaches to evaluating usability fall into three main categories. These methods are traditional ways of measuring software products. But they can be recombined and modified to apply to evaluating online store usability. The following are the three main categories:

  • Inspection methods

  • Lab testing methods

  • Surveys and customer reporting methods

The purpose of usability measurement determines which measures are appropriate and when they need to occur. Selection of the appropriate methodology and integration of the results creates an in-depth view of the customer experience.

The first type of method—inspection—does not involve customers. Members of the design team, product category experts, quality and ...

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