Built for use: driving profitability through the user experience

Build for Use: Driving Profitability Through the User Experience......Page 1
Contents......Page 7
Foreword......Page 9
Preface......Page 11
Acknowledgments......Page 13
Introduction......Page 17
Part One — The Case for the Customer Experience......Page 27
1 The Gap Between What Customers Want Online and What They Get......Page 29
2 Nine Things a Marketer Needs to Know About User-Experience Strategy......Page 60
3 Building Trust Through the User Experience......Page 90
Part Two — Strategic Experience Envisioning......Page 127
4 Capture What Customers Want in the User Experience......Page 129
5 Architect and Envision: Marry the Business Model to the Interface......Page 170
6 Make It Happen: Build for Extreme Usability and Business Evolution......Page 197
7 Evolving, Encouraging, and Protecting User Experience......Page 231
Part Three — The Future......Page 243
8 The Future of User-Experience Design: Global, Mobile, and Intelligent......Page 245
Conclusion......Page 267
Appendix: Tying Profitability to Usability......Page 271
Endnotes......Page 273
Glossary......Page 277
Index......Page 283