Preface Those of us who have been in the Usability Engineering industry for more years than we wish to count, have learned many valuable lessons from the real-world stories that professionals both inside and outside our industry have shared with us. The ancient art of story telling is an essential vehicle to communicate what's really happening--both in our world and in our minds as we work through our real-world problems. In this book, the authors have used the art of story telling, drawing from the tradi- tion of the Harvard Business School case studies, to provide a glimpse of the various real-world situations in which usability engineering and user-centered design meet busi- ness and bottom line reality. The purpose of the case studies is to involve the reader at a more personal level by drawing them into the story and details of the various players