part, PART I Analyse the opportunity -- chapter 1 Introduction -- chapter 2 Is your site customer centred? -- chapter 3 Identify the stakeholders -- chapter 4 Write the site mandate -- chapter 5 Segment the market -- part, PART II Build the context of use -- chapter 6 Build customer profiles -- chapter 7 Build environment profiles -- chapter 8 Build task profiles -- part, PART III Create the user experience -- chapter 9 Agree key performance indicators -- chapter 10 Develop the information architecture -- chapter 11 Lay out the screens -- chapter 12 Evaluate usability -- part, PART IV Track real-world usage and continuously improve the site -- chapter 13 Track real-world usage and continuously improve the site -- chapter 14 What now?.