Chapter 5. Processes for Developing Customer-Centered Sites

This chapter takes the patterns, principles, and techniques of customer-centered design as described in Chapters 2 through 4 and places them in the context of a complete Web site design process. Think of this chapter as a rough guide to designing, implementing, and maintaining a Web site. You probably have a design process that you use today, and you might say that it’s good enough. What we offer is not a quick fix, but a program that will make any Web site you design more useful, usable, reliable, and satisfying for customers.[1]

Our goal is to provide a general process that you can use when creating or updating a Web site—something that will help you focus your time and energy on clear ...

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