Includes bibliographical references (p. 217-226) and index.

Introduction to usability - what is it and why use it?; Getting started - gathering information - useful at the beginning of the process, it describes the methods used to gather information that feed the interface design - contextual inquiry, interviews, focus groups, and surveys; Designing the website - describes the methods used to gather information about specific aspects of the design process: participatory design, card sorting and paper prototyping; Examining the website - describes methods used to examine a finished interface to check that it meets criteria for user-centered design - heuristic evaluation, cognitive walkthrough; Testing the website - describes the methods that are used to evaluate a finished interface and to check that it meets criteria for user-centered design: usability testing, think aloud protocols; Additional information - additional resources and examples of letters, scripts and forms.