Knowing Your Customers: Principles and Techniques





Knowing Your Customers: Principles and Techniques

A gulf between a design team and the end customers is a fundamental problem inherent in Web site design, whether the Web site is for entertainment, e-commerce, community, or information purposes. To bridge this gulf, you need to focus on customer-centered design. At the heart of customer-centered design are two principles:

  1. Know your customers (covered here).

  2. Keep your customers involved throughout the design and implementation process (covered in Chapter 4—Involving Customers with Iterative Design).


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