Customer-centered design : a new approach to Web usability

This book is a practical guide to understanding web page design and usability factors needed for the online store shelf. Designing and structuring information correctly enhances navigation through your site as well as delivering your customers a satisfying shopping experience. The authors have consulted with such diverse customers as Amazon, AOL, QVC, Outpost, Egghead, Office Depot and others. The concepts they've brought to these accounts have earned HP Vendor of the Year award in e-commerce from key HP reseller partners. Learn to blend customer insights with products and with web capabilities to create web sites that maximize customer-centered design. Your resulting web sites will have an ease of usability that lead to superior customer experiences while maximizing sales. This book includes plenty of examples and case studies showing how to apply new principles, techniques, and methodologies that will win you loyal customers. "This book provides readers what they need to know to greatly enhance website usability and the customer online shopping experience" -Jakob Nielsen, author of best-selling title, Designing Web Usability To succeed on the web, companies must understand their customers' needs and goals more thoroughly than ever before-and use that information to build sites that deliver an outstanding shopping experience. Customer-Centered Design offers a systematic blueprint for doing just that. Leading marketing experts and usability professionals Kreta Chandler and Karen Hyatt bring together state-of-the-art techniques that address your goals for short- and long-term profitability and your customers' demands for convenience, simplicity, and satisfaction. This book reveals: What you must know about your customers-and how to get and use that information more efficiently Five views of the online store: as software system, catalog, communications vehicle, sales rep, and retail shopping experience Measuring your customers' experience with your site to stay on the leading edge Blending successful techniques from catalogs, retail and e-tail stores to create a new shopping environment Facilitating sales by helping your customers make buying decisions Understand how the products you sell influence your site's information architecture and design

—Jakob Nielsen, author of best-selling title, Designing Web Usability

To succeed on the web, companies must understand their customers' needs and goals more thoroughly than ever before-and use that information to build sites that deliver an outstanding shopping experience. Customer-Centered Design offers a systematic blueprint for doing just that. Leading marketing experts and usability professionals Kreta Chandler and Karen Hyatt bring together state-of-the-art techniques that address your goals for short- and long-term profitability and your customers' demands for convenience, simplicity, and satisfaction. This book reveals:

• What you must know about your customers—and how to get and use that information more efficiently
• Five views of the online store: as software system, catalog, communications vehicle, sales rep, and retail shopping experience
• Measuring your customers' experience with your site to stay on the leading edge
• Blending successful techniques from catalogs, retail and e-tail stores to create a new shopping environment
• Facilitating sales by helping your customers make buying decisions
• Understand how the products you sell influence your site's information architecture and design

Customer-Centered Design offers a complete blueprint for understanding your online customers' needs and goals more thoroughly, and using that knowledge to deliver an outstanding shopping experience - profitably. This book reveals how to design a superior online shopping experience, understand how the products you sell influence the information architecture and your site design, measure your site's usability to stay on the leading edge, help customers make buying decisions, and blend successful techniques from catalogs, retail, and e-tail stores to create a new shopping environment. This book is a practical guide to understanding the web page design and usability factors needed for the eShelf - the online store shelf. The authors help you learn how to create a conceptual framework for your web design that is targeted to the individual consumer and the basic rules of managing the customer relationship. This is a practical guide to understanding the Web page design and usability factors needed for an effective eShelf, or online store shelf. Case studies show how principles, techniques and methodologies worked at Web sites such as Amazon, QVC and Outpost