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Processes

This is how you put the principles into practice. In Chapter 5—Processes for Developing Customer-Centered Sites, we describe our Web site development process, a guide that explains the major steps and milestones for developing a Web site. We also provide a collection of how-to tips, such as how to conduct a focus group, how to run a survey, and how to do a usability test (most of these tips are included in the appendixes). If your firm has similar processes, use Chapter 5 to update your process so that the key principles of customer-centered design are supported.

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