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

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Case Study 1: HP Printing Supplies Configurator

This case study shows how customer-centered design principles, processes, and methodologies were applied to an HP program to improve the customer's HP printing supplies online shopping experience and ease the complexities of product content management for the online merchant. One leading edge online reseller—Computers4SURE.com—was the first to integrate the printing supplies configurator (an online selection tool). Computers4SURE.com is a customer-focused online computer and technology reseller that operates as a subsidiary of Office Depot, Inc. Computers4SURE.com is one of the success stories in the online world. As president, Bruce Martin has used his vision and focus on the customer experience ...

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