Table of Contents About the Book About the Author Resources Speaking Events Praise for the Book Purchase Built for Use Updates to Book Contact

Foreword by Michael Schrage, Author, Serious Play ix Preface xi Acknowledgements xii Introduction xvii PART ONE: THE CASE FOR THE CUSTOMER EXPERIENCE 1 The Gap Between What Customers Want Online and What They Get 3 2 Nine Things a Marketer Needs to Know About User Experience Strategy 34 3 Building Trust Through the User Experience 64 PART TWO: STRATEGIC EXPERIENCE ENVISIONING 4 Capture What Customers Want in the User Experience 103 5 Architect and Envision: Marry the Business Model to the Interface 144 6 Make it Happen: Build for Extreme Usability and Business Evolution 171 7 Evolving, Encouraging and Protecting User Experience 205 PART THREE: THE FUTURE 8 The Future of User-Experience Design: Global, Mobile and Intelligent 219 Conclusion 241 Appendix: Tying Profitability to Usability 245 Endnotes 247 Glossary 251 Index 257