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List of Figures

List of Figures

Figure 1-1: Each Level of Customer Integration Raises Customer Expectations of Being Given Access to the Next Level

Figure 1-2: Responsibilities within an Integrated Development Team

Figure 2-1: Blind Registration

Figure 2-2: Insufficient Memory

Figure 2-3: Company Structure Versus Product Comparison

Figure 2-4: Helpfulness as Hindrance

Figure 2-5: Conflicting Navigation Systems

Figure 2-6: Too Many Homes

Figure 2-7: Badly Placed and Poorly Explained Authentication

Figure 3-1: Icons Tested for Intuitiveness

Figure 3-2: Revisions Made to Sun's Toolbox Icon

Figure 3-3: Wired Screen Resulting from Customer Feedback

Figure 3-4: Testing the Highest Level of Amazon's Basic Navigation System

Figure 3-5: Testing Amazon's Basic Search System

Figure 3-6: A Typical Ventana-Style Testing Room

Figure 3-7: E-Service Development Cycle along Three Coincident Streams of Activity

Figure 3-8: Techniques Relative to Project Stages

Figure 3-9: A Process for Making Changes on the Basis of Test Results

Figure 4-1: Applying Intranet Strategy to the Customer Integration Decision

Figure 4-2: Process-Flow Depicting E-Customers'Main Service Interactions

Figure 4-3: Bank of America's "Contact Us" Screen Combines E-Mal And FAQs

Figure 4-4: The Six-Stage Requirement Definition Process

Figure 4-5: A Workshop Model for Exploring the Application of the Internet to Audience-Specific Exchanges

Figure 4-6: A Model for Placing Different Audiences within the Marketing and Sales Cycle

Figure 4-7: An Example of Brief Content

Figure 5-1: The Integrated Project Team

Figure 5-2: Integrated Project Milestones

Figure 5-3: Concept for a Project Web Site

Figure 5-4: A Proposed Product Specification Process

Figure 5-5: An Example of Specification Content

Figure 5-6: The Iterative Nature of Information Design and Content Generation

Figure 5-7: Content Activities Throughout the Web Site Development Process

Figure 5-8: Differentiating Between Interface and Substantive Content

Figure 5-9: Matching E-Customer and Organizational Processes Via the Web Site Interface

Figure 5-10: An Example of an E-Customer's Order Process

Figure 5-11: An Example of an Interface Order Process

Figure 5-12: An Example of Supporting Organizational Processes

Figure 6-1: Specific E-Customer Themes We Can Use to Consider the Contextual Design Process

Figure 6-2: Generic E-Customer Themes

Figure 6-3: The Quick Search Function Available on Amazon.Com's Welcome Page

Figure 6-4: Amazon.com's zShops Alert Provides an Avenue for Finding Unavailable Books

Figure 6-5: Amazon.com's Prompt to Buy

Figure 6-6: Amazon's 1-Click Order Confirmation

Figure 6-7: Amazon.com's Confirmation Details

Figure 6-8: http://Amazon.com Facilitates Browsing in Their Book Store

Figure 6-9: Browsing "Essentials" on Amazon.Com

Figure 6-10: Access to Recommendations Home Is Provided Through Hypertext

Figure 6-11: E-Customers Rate Purchased Items to Refine Their Personal Recommendations

Figure 6-12: Contextual "http://Amazon.com" Delivers Information

Figure 6-13: Contextual "Eyes" Information

Figure 6-14: Mention of Amazon.com's Special Features on the Welcome Page

Figure 6-15: http://Amazon.com Centralizes the Memory of Interesting Items in the Shopping Cart

Figure 6-16: http://Amazon.com Makes Its Gift Services Easily Accessible

Figure 6-17: "Gift Certificates" Is Visible On Amazon.com's Welcome Page

Figure 6-18: http://Amazon.com Centralizes E-Customer Maintenance Through "Your Account"

Figure 6-19: Amazon.com's "Guide" for First-Time Visitors

Figure 6-20: http://Amazon.com Provides Quick-Reference FAQs in Auctions and zShops (Respectively)

Figure 6-21: Amazon.com's "Contact Us" Summarizes Who to Contact, for What

Figure 6-22: http://Amazon.com Invites Feedback When and Where It Is Relevant to the E-Customer

Figure 6-23: The Customer-Effective Design Process

Figure 7-1: Cisco Live! Takes Interactive Help a Step Further

Figure 7-2: Instant Messaging Provides Realtime Chat for Service

Figure 7-3: The StatusFactory Process

Figure 7-4: The http://WebSwap.com Home Page

Figure 7-5: http://WebSwap.com Functionality Provides Suggested Trades

Figure 7-6: http://Afternic.com Provides a Personalized Control Center to Manage, and Track, Auctions

Figure 7-7: Afternic.com's Context-Specific Links to FAQs

Figure 7-8: http://DigitalThink.com Provides a Menu for Access to Relevant Utility Components

Figure 7-9: A Drawing Tool E-Customers Can Use Online to Design Their Own Garden

Figure 7-10: Allstatetermlife.com's Home Page

Figure 7-11: http://Allstatetermlife.com Invites E-Customers to "See How They Measure Up"

Figure 7-12: http://Clinique.com Invites E-Customers to an Online Personal Consultation

Figure 7-13: The E-Customer Answers a List of Questions

Figure 7-14: E-Customers Find Out Their Skin Type

Figure 7-15: E-Customers Find Out Which Products Suit Them

Figure 7-16: Mapping a Physical Personal Consultation to the http://Clinique.com Online Consultation

Figure 7-17: Amazon.Com Provides Some Useful Dialogue During the Order Process

Figure 7-18: A Welcome Screen Providing Dialogue Durinmg an Order Process

Figure 7-19: A "Product" Screen Providing Dialogue During an Order Process

Figure 7-20: A "Personal" Screen Providing Dialogue During an Order Process

Figure 7-21: A "Confirm" Screen Providing Dialogue During an Order Process

Figure 7-22: Allstatetermlife.com's Knowledge Center Presents Information Categories Related to E-Customer Tasks

Figure 7-23: http://Mks.com Combine Different Dimensions within Their Navigation System

Figure 7-24: Search Needs to Be Designed as a Circular Function

Figure 7-25: http://Cars.com Provides Known Categories for Searching

Figure 7-26: Theming Results in a Starting Framework for a Customer-Effective Web Site

Figure 7-27: The Theming Framework Will Be a Subset of the Full, and Final, Web Site Framework

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