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Software for Use: A Practical Guide to the Models and Methods of Usage-Centered Design by Lucy A. D. Lockwood, Larry L. Constantine

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1 Software for Use: Usage, Usability, and User Interfaces

Upgrading Usability

We were headed for Australia via San Francisco, and the limo was already 20 minutes late picking us up. A quick call to the limousine service got us a simple but unwelcome explanation. The wrong date had been entered into their computer, so they were all prepared to pick us up on Monday instead of Sunday. We hurriedly piled our luggage into the back of our car and took off. Some adept driving combined with light Sunday traffic meant that we still made it to Boston’s Logan Airport with nearly an hour to spare.

“I just need to reissue these tickets to include the upgrade from your banked miles,” the agent at the ticket counter told us as she began typing away into her ...

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