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

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Case Study 4—Back to Business Basics—Designing for Internal Information “Customers”

This case study describes the process and methodologies of developing an intranet website for internal “consumers” of information. The website's purpose was to improve timely distribution of core product information to worldwide marketing centers based on their needs and usage.

Situation Analysis

A global manufacturer launches many new products each year. Core tools and marketing information—data sheets, product photos, packaging specs, usage information, government regulatory information, etc.—are critical for worldwide marketing centers to launch new products and conduct day-to-day business with resellers and customers. The manufacturer's individual product ...

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