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

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Example 1: HP Printing Supplies Vending Machine

The HP Printing Supplies Store was a vending machine developed to provide customers with convenient access to ink cartridges around the clock. Because it is never convenient to be out of ink, the vending machine was designed to be available to those people—such as students on college campuses or workers in office complexes—who needed ink or paper while printing projects in off-hours.

Each printer model requires a specific printer cartridge, and there are several different printer models among which to differentiate. The technology is such that each printer cartridge and its ink are designed to rigorous specifications for each printer model. While this ensures quality print-outs, it complicates accurate ...

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