Customer-Centered Design: A New Approach to Web Usability

Example 2: Designing a Customer Shopping Model for HP Printing Supplies

With the growth and adoption of the Internet, many online stores that sold printing supplies established their own selection and navigation models. These were typically based on lists of product SKUs provided by the wholesaler or distributor. Although they were comprehensive, they did not provide the customer with an intuitive model or confident selection.

With initial analysis, we discovered that online customers were having difficulty finding the correct printing supplies for their printing devices. Because we had great success in the model we developed for the vending machine, we used it as a foundation for future comparative testing.

In this next example of applying usability ...