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In this interview Jakob Nielsen states that more and more CEOs acknowledge the importance of website usability. But the next step is to do usability the right way. Usability is quite different from marketing research and methods, such as focus groups, won't do.
In the interview Jakob also criticise online product configurators for being to complicated to use, but states that "…if we did better analysis of the customer's real mental model of the space and then designed these tools appropriately…companies could probably save quite a lot of money on salespeople and call centers and things like that."
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