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Chapter 3. Knowing Your Customers: Princ... > Understand Your Customers' Tasks

Understand Your Customers' Tasks

Understanding customers' tasks means explicitly cataloguing and scripting what people can do when using the Web site. A customer might describe her task like this: “I want to send my grandmother an online birthday card,” or “I want to find the best digital camera for under $500 and buy it.” The task description says what the customer wants to do, but not how he or she would accomplish it.[1]

[1] Some authors refer to abstract tasks like this as goals. We use the terms task and goal interchangeably here.

At a more fundamental level, though, understanding tasks also involves thinking critically about how your Web site can help streamline or even augment what people do today.


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