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

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Getting from Here to There

So, which is the right vision for the future? They all are. Integration and convergence of customers, marketplaces, technologies, and businesses are the trends to watch in the future. There is no “one” right answer. But “all” are needed. And there is much work to be done for e-commerce to grow and flourish.

The online store of the future will have cross-functional organizations that focus on the customer experience. It will have different malls that collect together services and other goods—similar to self-contained neighborhoods. These new communities provide everything a customer requires within a few blocks of his home: gas stations, dry cleaners, grocery stores, drug stores and other essentials. Everything is grouped ...

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