"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

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