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

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Developing Usable Online Shopping Models

The following two examples show how we combined and modified many of the traditional product usability engineering methodologies to meet specific needs of online customer-centered navigation models.

The first example shows the methods employed to develop a successful navigation model for the customer while selecting products from a vending machine. Because this type of selection is unaided and would be available at all hours, successful task completion is imperative.

The second example, leveraged from knowledge in the first, not only solved product selectability issues that were experienced at retail, but also increased sales for our online merchant partners when our recommendations were implemented in ...

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