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

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Part 3: Tools and Rules for Winning Websites

This section introduces usability engineering concepts to the business reader who may not be aware of the role this plays in the customer's experience.

The second part of this section is a process and new approach for benchmarking and measuring websites. It also provides a step-by-step process that you can use to evaluate your own website for effectiveness.

Chapter 6 guides you through designing an intuitive customer-shopping model.

Chapter 7 provides fundamental rules and guidelines to create usable websites.

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