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

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Case Study 2: hpshopping.com—Improving Customer Convenience

hpshopping.com—a subsidiary of Hewlett-Packard Company—is an online retailer that offers the complete line of more than 500 Hewlett-Packard personal and home office products such as PCs, digital cameras, DeskJet and LaserJet printers, all-in-ones, and printing supplies and accessories. A primary customer value proposition for this online retailer is to provide a superior customer experience through personalized solutions. hpshopping.com also guarantees a safe online shopping environment with secure purchasing transactions and privacy policies for its customers. As a result of its customer-centered approach, it has been the recipient of four consecutive Web Awards and has been named “Computer ...

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