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The Design of Sites: Patterns for Creating Winning Web Sites, Second Edition by Jason I. Hong, James A. Landay, Douglas K. van Duyne

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Chapter 1. Customer-Centered Web Design: More Than a Good Idea

The World Wide Web is no longer a novelty. To many companies and organizations, the Web is a necessity, the foundation of their businesses. As the cost of maintaining a customer service operation increases, the ability of Web site visitors to find information and complete specific tasks themselves can easily mean the difference between profit and loss. Customer-centered Web site design is therefore no longer a luxury adopted only by forward-thinking companies with a special interest in customer satisfaction.

Many of the design elements presented in this book are now the minimum requirements for an effective, professional Web site. As you work your way through the patterns that we discuss, ...

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