Front cover -- User-Centered Design Stories -- Copyright page -- Table of contents -- Foreword -- Preface -- Acknowledgments -- PART I: Promoting, Establishing, and Administering a User-Centered Design Program -- CASE 1: Changing Products Means Changing Behaviors -- The Advocate -- Analyzing the Situation -- The Compromise -- Creating Feedback Mechanisms -- The Presentation -- Thank You Mr. Gantt -- Doing It Right-Iterative Design Based on User Feedback -- Summary -- Further Reading -- CASE 2: Managing Politics in the Workplace -- The Cleveland Company: Evolving From Old to New Economy -- Sibling Rivalry -- The Team Meeting -- A New Leader Comes to New York City -- No, You Come to Me -- Bait and Switch -- Trench Buddies -- Finally, Success -- Summary -- Further Reading -- CASE 3: Raising Awareness at the Company Level -- Introduction -- Understanding and Integrating Into the Company -- Creating a Plan -- Facilitating the Integration of UE -- Summary -- Further Reading -- CASE 4: Usability Step by Step: Small Steps to a More Successful Site -- Stealth Usability -- Site Structure, Search Engine, and Search Results -- Value Versus Viewing Success -- Revising Sites and Redeeming Relationships -- The Plan and How to Work It -- Planning and Preparing the Test -- Project Logistics -- Team Structure and Deliverables -- Session Length and Activities -- Recruiting Participants -- Success with Sessions -- Initial Analysis -- Presenting Results -- Recommendations for the ADP Site -- "Selling" the Recommendations -- Long-Term Results -- Summary -- Further Reading -- CASE 5: Growing a Business by Meeting (Real) Customer Needs -- Evaluating the Current State of RevPhoto -- Developing an Action Plan -- Evaluating the Research Data With the Cross-Functional Leadership Team -- Summary -- Further Reading.

CASE 6: But the Usability People Said It Was Okay . . . Or, How Not to "Do Usability" -- Ellen Has a Problem -- The Usability Group at Fourier Software -- Ellen Remembers How She Got into This Mess -- Nancy's Side of the Story -- And, Tom's Version -- Fixing the Problem for Good -- Taking on a Project the Right Way -- How to Say No Gracefully -- Summary -- Further Reading -- PART II: Research, Evaluation, and Design -- CASE 7: Estimating a User-Centered Design Effort -- Tell Us What You Think It Will Take -- The Detailed Estimate -- What About Project Management and External Duties? -- What About the Development Timeline? -- Let's Redefine and Get Started -- Now Is the Time for Course Correction -- Good Plans Shape Good Decisions -- Summary -- Further Reading -- CASE 8: A Case Study in Card Sorting -- Determining the Need for a Card Sort -- Planning the Card Sort -- Implementing the Card Sort Study -- Summary -- Further Reading -- CASE 9: The HURIE Method: A Case Study Combining Requirements Gathering and User Interface Evaluation -- The Context -- The Study -- Summary -- Further Reading -- CASE 10: Two Contrasting Case Studies in Integrating Business Analysis with Usability Requirements Analysis and User Interface Design -- Case 1: The Thompson Institute: No Business Analysis -- Case 2: The City Police Department: Business Analysis Already Completed -- Summary -- Further Reading -- CASE 11: A Case Study in Personas -- Introducing the Idea of Personas -- Planning the Field Research -- Conducting the Field Research -- Developing the Personas -- Living With the Personas -- Summary -- Further Reading -- CASE 12: User-Centered Design for Middleware -- In Need of an Interface -- The Interaction Designer -- The Contextual Inquiry -- Designing VirtualCenter 2.0 -- The First Usability Study -- Summary -- Further Reading.

CASE 13: Isis Mobile: A Case Study in Heuristic Evaluation -- Isis Mobile's History and Direction -- Determining the Need for a Heuristic Evaluation -- Planning and Performing a Heuristic Evaluation -- Reviewing, Comparing, and Compiling the Findings -- Validating Design Changes -- Summary -- Further Reading -- CASE 14: Academic Manuscript Submission: A Case Study in Interaction Design -- Determining an Approach to Design -- Arriving at a Conceptual Design -- Evaluating the Conceptual Design -- Moving to Detailed Design and Project Completion -- Summary -- Further Reading -- CASE 15: The Mulkey Corporation: A Case Study in Information Architecture -- Gathering Requirements -- Designing the User Experience Using Information Architecture -- Keeping the Integrity of the Information Architecture -- Summary -- Further Reading -- CASE 16: Incorporating Web Accessibility Into the Design Process -- Travelers By Design -- Learning About Accessibility -- Accessibility and the TBD Products -- Putting the Accessibility Compliance Process in Place -- Implementing and Verification -- Ongoing Compliance -- Summary -- Further Reading -- CASE 17: From .com to .com.cn: A Case Study of Website Internationalization -- The Evolution and Expansion of a Website -- Solving the Site-Speed Puzzle -- Summary -- Further Reading -- CASE 18: Designing for a Worldwide Product -- Flexibility: Too Much of a Good Thing Can Be Bad -- Where Did We Go Wrong? -- Let's Start Again -- Lessons Shared -- Summary -- Further Reading -- CASE 19: Inspecting a User Interface -- Prometheus Bound -- Choosing a Method -- Establishing Context -- Refining the Study Design -- The Inspection -- Editing -- Analysis -- Reporting -- Summary -- Further Reading -- CASE 20: Billingsly: A Case Study in Managing Project Risks and Client Expectations -- Dissension in the Ranks -- Selling Paper Prototyping.

The Project Unfolds -- The Farmer and the Cowman Must Be Friends -- Summary -- Further Reading -- CASE 21: Aikot Corporation: A Case Study in Qualitative/Quantitative Remote Evaluation -- Decline of a Strong Brand -- The Nature of Quantitative/Qualitative Remote Website Visitor Research -- Planning and Conducting the Quantitative/Qualitative Remote Study -- Analysis of the Data -- Summary -- Further Reading -- CASE 22: Using Technology to Automate Summative Usability Testing -- The Call That Started It All -- What's Out There? -- Test Drive -- The Epiphany -- Execution -- Summary -- Further Reading -- Answers -- Case 1: Changing Products Means Changing Behaviors -- Case 2: Managing Politics in the Workplace -- Case 3: Raising Awareness at the Company Level -- Case 4: Usability Step by Step: Small Steps to a More Successful Site -- Case 5: Growing a Business by Meeting (Real) Customer Needs -- Case 6: But the Usability People Said It Was Okay . . . Or, How Not to "Do Usability" -- Case 7: Estimating a User-Centered Design Effort -- Case 8: A Case Study in Card Sorting -- Case 9: The HURIE Method: A Case Study Combining Requirements Gathering and User Interface Evaluation -- Case 10: Two Contrasting Case Studies in Integrating Business Analysis With Usability Requirements Analysis and User Interface Design -- Case 11: A Case Study in Personas -- Case 12: User-Centered Design for Middleware -- Case 13: Isis Mobile: A Case Study in Heuristic Evaluation -- Case 14: Academic Manuscript Submission: A Case Study in Interaction Design -- Case 15: The Mulkey Corporation: A Case Study in Information Architecture -- Case 16: Incorporating Web Accessibility Into the Design Process -- Case 17: From .com to .com.cn: A Case Study of Website Internationalization -- Case 18: Designing for a Worldwide Product -- Case 19: Inspecting a User Interface.

Case 20: Billingsly: A Case Study in Managing Project Risks and Client Expectations -- Case 21: Aikot Corporation: A Case Study in Qualitative/Quantitative Remote Evaluation -- Case 22: Using Technology to Automate Summative Usability Testing -- Index -- About the Editors -- About the Contributors.