• Create BookmarkCreate Bookmark
  • Create Note or TagCreate Note or Tag
  • PrintPrint
Share this Page URL

Part: III Appendixes > Chapter 3: Knowing Your Customers: Principles and Techni...

Chapter 3: Knowing Your Customers: Principles and Techniques

Books, Research Papers, and News Articles

Beyer, H. , and K. Holtzblatt . (1998) Contextual Design: Defining Customer-Centered Systems. San Francisco: Morgan Kaufmann.
Beyer and Holtzblatt have written a fantastic book on their process for customer-centered design. As this philosophical and practical guide explains, their process is centered on gaining a deep understanding of customer needs by interviewing people about the way they work, how their organization works, and other constraints. The ideas they present can be used most effectively in the Discovery phase of the Web site development process, when you're trying to understand who your target audience is and what they want.

Cooper, A . (1999) The Inmates Are Running the Asylum: Why High-Tech Products Drive Us Crazy and How to Restore the Sanity. Indianapolis, IN: Sams.
This book introduces some of the problems with developing user interfaces. Told in narrative form, it also presents techniques to apply for improving the state of the art. In addition, it outlines how to create personas, hypothetical and detailed descriptions of typical customers, and why personas are a useful way of thinking about design. (However, we would argue that the personas should be based on interviews and observations of real people instead of being made up.)

Lewis, C. , and J. Rieman . (1994) Task-Centered User Interface Design: A Practical Introduction. (http://hcibib.org/tcuid)
This shareware book on user interface design has some great material on learning about your customers' tasks. Our Web-based banking example is based on their telephone banking example.

Norman, D . (1988) The Psychology of Everyday Things. New York: Basic Books.
This book is an eye-opener, and it should be one of the first books you read to learn about design. Norman points out the importance of design and how it affects our everyday lives. You will never look at doorknobs or oven stoves in the same way again. Also published as The Design of Everyday Things.

Palen, L . (1999) Social, individual and technological issues for groupware calendar systems. CHI 1999, ACM Conference on Human Factors in Computing Systems, CHI Letters, 2(1): 17–24. (http://doi.acm.org/10.1145/302979.302982)
(This resource requires access to the ACM Digital Library, at http://www.acm.org/dl.) This study examines calendar systems used by groups, finding that current practices have influenced calendaring habits and technology adoption decisions.

Rubinstein, R. , and H. Hersh . (1984) The Human Factor: Designing Computer Systems for People. Bedford, MA: Digital Press.
This early UI design text includes the list of questions we ask when performing a task analysis.

Saffo, P . (1996) The consumer spectrum. In Bringing Design to Software, T. Winograd (Ed.), pp. 87–99. Reading, MA: Addison-Wesley.
This chapter in Winograd's influential book discusses the fact that consumers' willingness to put up with technology products is measured both by how expensive the technology is and by how much complexity they have to deal with to get the benefits of the product.

Shneiderman, B . (1997) Designing the User Interface: Strategies for Effective Human–Computer Interaction (3rd ed.). Reading, MA: Addison-Wesley.
This textbook is an overview of academic research in the field of human– computer interaction and it is a great book about the field in general. In addition, the book's Web site, at http://www.awl.com/DTUI, has many lecture notes and overviews, and extensive lists of links.


IBM. EZSort. (http://www.ibm.com/ibm/easy/eou_ext.nsf/Publish/410)
EZSort is a free tool that helps designers analyze card-sorting experiments through statistical cluster analysis.

National Institute of Standards and Technology (NIST). WebCAT: Category Analysis Tool. (http://zing.ncsl.nist.gov/WebTools/WebCAT/overview.html)
The Web Category Analysis Tool (WebCAT) is a free tool that helps designers set up, run, and analyze card-sorting experiments.



Not a subscriber?

Start A Free Trial

  • Creative Edge
  • Create BookmarkCreate Bookmark
  • Create Note or TagCreate Note or Tag
  • PrintPrint