Learn From Your Customers for Usable Web Applications
http://www.ibm.com/developerworks/web/library/wa-custlearn/

Englefield, Paul
IBM
2003

Abstract:

Usability consultant Paul Englefield takes you on a journey to demonstrate that listening to your customers is the only way to provide the ultimate usability when designing an e-commerce site or Web-based applications. Through examples, the article weaves user-centered design techniques into the steps of designing an effective business site, focusing on gathering data about your customers' (and their customers') usage behaviors, offers two design models, and demonstrates how to integrate customers' input into the testing and evaluation process.