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Chapter 6. A Customer-Effective Design A... > A Customer-Effective Design Approach

A Customer-Effective Design Approach

Customer-effective design is inherently contextual; it is based on an understanding of, and response to, an e-customer's context. The e-customer's context is the story behind why they are on your Web site, how they came to be there, what they're trying to do there and why, and what they're likely to do as a result of being there.

We have touched on the importance of understanding an e-customer's context throughout this book. We have seen e-customer actions as the root of requirement definition, product specification, testing, and process improvement. We will now turn our full focus on the idea of "contextual design," as it relates to the design of customer-effective Web sites.


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