This book is a practical guide to understanding web page design and usability factors needed for the online store shelf. Designing and structuring information correctly enhances navigation through your site as well as delivering your customers a satisfying shopping experience. The authors have consulted with such diverse customers as Amazon, AOL, QVC, Outpost, Egghead, Office Depot and others. The concepts they've brought to these accounts have earned HP Vendor of the Year award in e-commerce from key HP reseller partners. Learn to blend customer insights with products and with web capabilities to create web sites that maximize customer-centered design. Your resulting web sites will have an ease of usability that lead to superior customer experiences while maximizing sales. This book includes plenty of examples and case studies showing how to apply new principles, techniques, and methodologies that will win you loyal customers.
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Editorial Reviews
From the Back Cover
"This book provides readers what they need to know to greatly enhance website usability and the customer online shopping experience"
—Jakob Nielsen, author of best-selling title, Designing Web Usability
To succeed on the web, companies must understand their customers' needs and goals more thoroughly than ever before-and use that information to build sites that deliver an outstanding shopping experience. Customer-Centered Design offers a systematic blueprint for doing just that. Leading marketing experts and usability professionals Kreta Chandler and Karen Hyatt bring together state-of-the-art techniques that address your goals for short- and long-term profitability and your customers' demands for convenience, simplicity, and satisfaction. This book reveals:
- What you must know about your customers—and how to get and use that information more efficiently
- Five views of the online store: as software system, catalog, communications vehicle, sales rep, and retail shopping experience
- Measuring your customers' experience with your site to stay on the leading edge
- Blending successful techniques from catalogs, retail and e-tail stores to create a new shopping environment
- Facilitating sales by helping your customers make buying decisions
- Understand how the products you sell influence your site's information architecture and design
About the Author
KRETA CHANDLER is an e-commerce expert for HP's Imaging & Printing Group and consults with online stores on improving the customer shopping experience. She is an international award-winning author of HP Visual User Environment learning products and has extensive experience in customer shopping behavior research and e-tail and catalog marketing.
KAREN HYATT develops marketing and legal strategy for HP's largest business. She has served as a consultant for major retailers and industry associations and has extensive experience in retail theft prevention and competitive intelligence. At HP she developed retail strategies that pioneered consumer-centric marketing including innovative category marketing plans and retail consumer behavior analysis.
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Most Helpful Customer Reviews
3 of 3 people found the following review helpful:
5.0 out of 5 stars
Effective use of the Web to reach your customers,
By Colleen Bradley (In my Head) - See all my reviews
This review is from: Customer-Centered Design: A New Approach to Web Usability (Paperback)
If you like Jakob Nielsen's books you'll love this one. This easy to use and practical guide, for the first time ever, links the retail shelf, mail order catalogs with the most effective use of web sites to relate to your customer. In this day when budgets are strained, understanding how to link to communication opportunities with your customer is essential. Buy this book and ensure you retain competitive advantage by remaining close to your customer and doing the right thing for your business!
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