Publisher Acquisitions Editor Publishing Services Manager Senior Project Manager Assistant Editor Composition Copyeditor Proofreader Indexer Interior printer Cover printer Diane Cerra Asma Palmeiro George Morrison Brandy Lilly Mary James SNP Best-set Typesetter Ltd., Hong Kong Graphic World Graphic World Graphic World Sheridan Books, Inc. Phoenix Color Morgan Kaufmann Publishers is an imprint of Elsevier. 500 Sansome Street, Suite 400, San Francisco, CA 94111 This book is printed on acid-free paper. © 2007 by Elsevier Inc. All rights reserved. Designations used by companies to distinguish their products are often claimed as trademarks or registered trademarks. In all instances in which Morgan Kaufmann Publishers is aware of a claim, the product names appear in initial capital or all capital letters. Readers, however, should contact the appropriate companies for more complete information regarding trademarks and registration. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means--electronic, mechanical, photocopying, scanning, or otherwise--without prior written permission of the publisher. Permissions may be sought directly from Elsevier's Science & Technology Rights Department in Oxford, UK: phone: (+44) 1865 843830, fax: (+44) 1865 853333, E-mail: permissions@elsevier.com. You may also complete your request on-line via the Elsevier homepage (http://elsevier.com), by selecting "Support & Contact" then "Copyright and Permission" and then "Obtaining Permissions." Library of Congress Cataloging-in-Publication Data User-centered design stories: real-world UCD case files / edited by Carol Righi and Janice James. p. cm. -- (The Morgan Kaufmann series in interactive technologies) Includes bibliographical references and index. ISBN-13: 978-0-12-370608-9 ((hardcover)) ISBN-10: 0-12-370608-4 ((hardcover)) 1. New products--Management­Case studies. 2. Customer relations--Case studies. 3. User interfaces (Computer systems)­Case studies. 4. Reengineering (Management)­Case studies. 5. Management information systems--Case studies. I. Righi, Carol. II. James, Janice ( Janice Sue) HF5415.15.U74 2007 658.5038--dc22 2007007430 ISBN-13: 978-0-12-370608-9 ISBN-10: 0-12-370608-4 For information on all Morgan Kaufmann publications, visit our Web site at www.mkp.com or www.books.elsevier.com Printed in the United States of America 07 08 09 10 11 5 4 3 2 1 Working together to grow libraries in developing countries www.elsevier.com | www.bookaid.org | www.sabre.org